Academic Support Team Representative

Job Description

K12, a Stride Company, believes in Education for ANY ONE. We provide families an online option for a high-quality, personalized education experience. Students can thrive, find their passion, and learn in an environment that encourages discovery at their own pace. In support of this, we are committed to creating and maintaining a culture of inclusion and diversity where our employees are passionate about serving students and families, treat one another and customers with respect, challenge each other to innovate and always strive to do better. 

Since 2000, Stride Learning Solutions has been a leader in strategic solutions to solve district challenges. Our flexible online and blended learning options boost modern instruction and promote lifelong student success. With an innovative platform, comprehensive digital courseware, adaptable technology, and extensive support, we are equipped to help your school or district empower a brighter future for learners.  

The Academic Support Team is responsible for providing customer service via chat, phone, and ticket requests including, but not limited to: tutoring, quiz resets, IEP processing, exemption requests, course and teacher issues, minor technical issues, and course navigation and set up.  The team provides basic post-training support to mentors, administrators, and district instructors. Academic Support Team agents work on scheduled shifts to provide maximum service to our clients.

This is a full-time position. Ability to work independently, typically 40+ hours per week is required. Ability to maintain a professional home office without distraction during workday, typically 9-5 (or 8-4) or as defined by the school. 

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

• Demonstrate passion for helping students, school staff and instructors
• Detail Oriented
• Ability to work in a fast-paced environment
• Provide tutoring to students
• Desire to problem solve and help others
• Skilled at troubleshooting issues
• Ability to learn new systems
• Ability to maintain a quiet workspace
• Available 20 hours a week and be available to cover five 4-hour shifts a week.

Shifts Available: The Academic Support Team provides our service 8am - 8pm ET Monday through Friday. Flexibility in availability is appreciated as shifts can adjust based on the needs of our clients.

This position has no formal supervisory responsibilities.

MINIMUM REQUIRED QUALIFICATIONS:   

• Experience in a customer service environment
• Strong written/verbal communication skills
• Proficient in the use of any learning management system, preferably Brightspace.
• Microsoft Office (Outlook, Word, Excel & PowerPoint), Web proficiency
• Reliable high speed internet of at least 25mbps upload and 3mbps download

Certificates and Licenses: Must hold and maintain a valid teaching license with any state’s Department of Education. 

DESIRED QUALIFICATIONS:  

• Experience with online teaching and supporting adults and children with the use of technology
• Bilingual, with a preference for Spanish

Compensation and Benefits: We anticipate the salary range to be $20-$22/hour. This salary is not guaranteed, as an individual’s compensation can vary based on several factors. These factors include, but are not limited to, geographic location, experience, training, education, and local market conditions. Stride offers a robust benefits package for eligible employees that can include health benefits, retirement contributions, and paid time off. 

WORK ENVIRONMENT:  This is a home-based position

Job Type

The above job is not intended to be an all-inclusive list of duties and standards of the position. Incumbents will follow any other instructions, and perform any other related duties, as assigned by their supervisor. All employment is “at-will” as governed by the law of the state where the employee works.  It is further understood that the “at-will” nature of employment is one aspect of employment that cannot be changed except in writing and signed by an authorized officer.