Customer Care & Technical Support, L1

Job Description

The Customer Care & Technical Support Representative, Level 1, plays a crucial role in our remote call/contact center environment. This position is dedicated to delivering exceptional customer service and resolving technical issues through various support channels, including inbound phone calls, chat, email, and SMS. Representatives are expected to assist customers wherever volume demands.

This role is ideal for individuals who thrive in a dynamic call center environment and are passionate about providing top-notch technical support and customer service.

This is a temporary/contractor role that offers a 40-hour week at $16.50 hourly.
We are hiring for our June - July cohorts.
This is a Remote Worker position for U.S. residents of the 50 states, and D.C.

SUMMARY: The Customer Care & Technical Support Representative, Level 1, plays a crucial role in our remote call/contact center environment. This position is dedicated to delivering exceptional customer service and resolving technical issues through various support channels, including inbound phone calls, chat, email, and SMS. Representatives are expected to assist customers wherever volume demands.

• This is a temporary/contractor role that offers a 40-hour week at $16.50 hourly.

• We are hiring for our June - July cohorts.

• This position is virtual and open to residents of the 50 states, D.C.

Certificates and Licenses: None required.

Key Responsibilities include:

• Technical Issue Resolution: Provide expert troubleshooting for K12-provided equipment (desktops, laptops, monitors, printers), addressing start-up/log-in issues, hardware damage, and software viruses.

• Customer Service Excellence: Deliver outstanding customer service across all support channels, ensuring a positive experience for parents and students.

• Application Support: Offer comprehensive support for the K12 suite of learning systems and business applications.

• Escalation Management: Promptly escalate unresolved issues to the appropriate Tiered support team.

• Order and Replacement Management: Handle the ordering and replacement of materials and computer equipment efficiently.

This role is ideal for individuals who thrive in a dynamic call center environment and are passionate about providing top-notch technical support and customer service.

Essential Functions:   Reasonable accommodation may be made to enable individuals with disabilities to perform the essential duties.

• Respond to technical issues related to K12 proprietary systems, hardware, and software and networking both in written word and orally via telephone.

• Assist customers by diagnosing problems and providing resolutions for technical and service issues using troubleshooting techniques and tools to identify products/systems/hardware that are defective and follow guidelines in issuing service or replacements.

• Advise / educate customers within procedural guidelines to ensure a complete solution to their technical or service questions.

• Answer questions about installation, operation, configuration, and usage of assigned equipment, documents and assigns customer problems for resolution using support ticketing and CRM software.

• Remain knowledgeable of K12’s proprietary systems, various hardware product lines, current industry products and technologies.

• Escalate more complex issues with proprietary systems to the next tiered support team with urgency and/or escalate more complex hardware equipment issues to manufacturer.

Supervisory Responsibilities: This position has no formal supervisory responsibilities.

Minimum Required Qualifications:   

• High School Diploma / GED and relevant work experience, OR

• Minimum of 2 years’ experience in a similar call center role

System Requirements:  

• Our work from home members are required to have and maintain reliable High-speed internet connection. At the minimum 50Mbps download speed and 10Mbps upload speed, if not competing with other household users. For the sake of call quality, satellite, DSL, data plans, wireless or dial-up services are not compatible. 

• Some Internet service providers enable what is called SIP ALG (Session Initiation Protocol Application Layer Gateway). This interferes with our systems and must be disabled by the provider.

• Ethernet connection is preferred.

OTHER REQUIRED QUALIFICATIONS: 

• Physical requirements:  sedentary work, fluent typing, liste