Customer Care And Technical Support, Level 1 - Remote Eligible

Customer Care And Technical Support, Level 1

The Customer Care and Technical Support Representative (CCTS), 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.

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:

• 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 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. 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:

• Work Environment and Physical Requirements:
• This role requires remaining at a designated workstation for the duration of scheduled shifts (excluding provided breaks and/or meal periods, as applicable) with continuous computer use, typing, reading, listening, and speaking
• Maintain a distraction-free, professional home office during work hours.
• Participate in virtual training sessions via webcam.
• Communication Skills:
• Strong verbal and written communication skills.
• Excellent listening skills with a consultative approach to customer service.
• Proficient in telephone and email etiquette.
• Ability to communicate effectively through multiple channels, including phone, voicemail, email, and chat.
• Customer Service and Problem-Solving:
• Strong problem-solving and analytical skills with a solutions-oriented mindset.
• Resilient, detail-oriented, and accountable for high-quality work.
• Ability to manage high call volumes and maintain positive team morale.
• Professional and Personal Qualities:
• Ability to prioritize competing tasks effectively to deliver results.
• Independent and team-oriented work capabilities.
• Open to feedback and guidance, demonstrating adaptability and improvement.
• Resilient and positive contributor to team dynamics.
• Technology and Tools:
• Proficiency in web-based applications; Salesforce experience is a plus.
• Own or have daily access to a smart device (e.g., phone, tablet) capable of downloading and using apps.
• Proficient in Microsoft Office Suite (Outlook, Word, Excel, Teams) and web-based systems.
• Education and Knowledge:
• Familiarity with home-based or public/private school education systems.
• Thorough knowledge of home-based connectivity support.
• Additional Requirements:
• Ability to own and execute projects with minimal supervision.
• Ability to clear required background check.

Desired Qualifications:

• Previous experience with Stride/K12
• Previous experience in call center environment
• Salesforce Experience
• Previous customer service or sales experience with proven record of achievement

Work Environment:

• The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• This position is virtual and open to residents of the 50 states, D.C.

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.