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 …