Job Description\n\nThe 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.\n\nThis 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.\n\nAdditional 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.\n\nESSENTIAL FUNCTIONS: Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties.\n\n * 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\n\n * Create and update Standard Operating Procedures for best practices while using or troubleshooting the K12 Tutoring platform\n\n * Serve as a liaison between the K12 Tutoring team and customers\n\n * Respond to customer service / technical issues both in written word and orally via telephone.\n\n * Assist customers by diagnosing problems and providing resolutions for technical and service issues using troubleshooting techniques and tools\n\n * Escalate more complex issues to K12 Tutoring engineering team\n\n * 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\n\n * 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\n\n * Monitor Review sites and gather customer feedback and sentiment\n\n * Support customer booking and scheduling with the Tutoring Customer Success Team\n\nSupervisory Responsibilities:\n\nThis position has no formal supervisory responsibilities.\n\nMINIMUM REQUIRED QUALIFICATIONS: \n\n * High School Diploma\n\n * 2-4 years' experience in customer service and/or technical support\n\nCertificates and Licenses: None required.\n\nSystem Requirements: \n\n * 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. \n\n * 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.\n\n * Ethernet connection is preferred.\n\nOTHER REQUIRED QUALIFICATIONS: \n\n * Very outgoing, "above and beyond" personality that makes customers feel like they matter to our business\n\n * Strong verbal and written communication skills to assist customers effectively through various communication channels, such as phone, voicemail, email, chat, etc.\n\n * Ability to maintain a professional home office without distraction during our hours of operation\n\n * Ability to attend virtual training and engage in regular team meetings via a webcam\n\n * Own or have daily access to a smart device where apps can be downloaded/accessed (i.e., phone, tablet)\n\n * Proficiency in web-based applications (Salesforce experience a plus)\n\n * Self-motivation, strong problem solving and analytical skills, and a solutions-oriented approach\n\n * Ability to work both independently and within a collaborative environment\n\n * Resilient and contributes to fostering positive team morale\n\n * Strong organizational skills with ability to prioritize effectively and manage priorities to deliver and drive results\n\n * Ability to own and execute projects\n\n * Ability to respond appropriately to feedback and guidance\n\n * Detail-oriented with high level of quality and accountability for work product\n\n * Microsoft Office (Outlook, Word, Excel, PowerPoint, etc.); Web proficiency\n\n * Physical requirements: sedentary work, fluent typing, listening, speaking, extensive reading, repetitive motions, and extended computer usage\n\n * Ability to travel 10% of the time (minimal travel, if any - e.g., team building activity)\n\n * Ability to clear the required background check\n\nDESIRED QUALIFICATIONS: \n\n * Prior experience with K12/Stride\n\n * Bachelor's Degree\n\n * Salesforce experience\n\n * Expertise in providing technical support for web-based applications across PC and Mac operating systems\n\n * Previous experience in call-center environment\n\nCOMPENSATION & BENEFITS: Stride, Inc. considers a person's education, experience, and qualifications, as well as the position's work location, expected quality and quantity of work, required travel (if any), external market and internal value when determining a new employee's salary level. Salaries will differ based on these factors, the position's level and expected contribution, and the employee's benefits elections. Offers will typically be in the bottom half of the range.\n\nWe anticipate the hourly pay range to be $14.24-$23.00. Eligible employees may receive a bonus. 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.\n\nWORK 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.\n\n * This is a home-based position\n\nJob Type\nRegular\n\nThe 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 To view the full job description please use the link below. https://www.aplitrak.com/?adid=YmJnZW5lcmljLjczNzczLjEyMjQ4QHN0cmlkZWluY2NvbXAuYXBsaXRyYWsuY29t
