Customer Support Specialist, K12 Tutoring

Job Description

The Customer Support Specialist handles escalated technical and service issues from Level 1 support via phone, web, chat, and email. They assist customers - including parents, students, and educators - with platform access, scheduling, payments, and tutor-related concerns. They also manage urgent issues escalated by internal staff. 
 

This role collaborates with departmental contacts to analyze trends, resolve recurring issues, and improve processes. The specialist works closely with the Product team to test new features and create SOPs, and acts as a liaison between customers and internal teams to ensure timely resolution of issues.
 

Additional responsibilities include supporting Marketing through customer surveys and review monitoring, assisting Customer Success with scheduling, and maintaining the K12 Tutoring Knowledge Base. The specialist also tracks case trends, reports metrics, and recommends improvements to enhance the customer experience. 

ESSENTIAL FUNCTIONS:   Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties. 

• Review escalated issues from the Level 1 Customer Care and Technical Support teams to identify trends, triage issues, and coordinate resolutions between various departmental POCs 

• Create and update Standard Operating Procedures for best practices while using or troubleshooting the K12 Tutoring platform 

• Serve as a liaison between the K12 Tutoring team and customers 

• Respond to customer service / technical issues 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 

• Escalate more complex issues to K12 Tutoring engineering team 

• Advise/educate customers within procedural guidelines to ensure a complete solution to their technical or service questions. Open necessary Engineering tickets, track, and proactively follow up to resolution 

• Provide proactive “white glove” outreach to new customers to follow up on their experience with K12 Tutoring and resolve any issues they may be facing 

• Monitor Review sites and gather customer feedback and sentiment 

• Support customer booking and scheduling with the Tutoring Customer Success Team 

Supervisory Responsibilities:  

This position has no formal supervisory responsibilities. 

MINIMUM REQUIRED QUALIFICATIONS:    

• High School Diploma 

• 2-4 years’ experience in customer service and/or technical support 

Certificates and Licenses: None required. 

System Requirements:   

• Our work-from-home team members are required to have and maintain 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. 

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