Customer Care and Technical Support, Level 1

Stride, Inc. • Lansing, MI • 2h ago

Job DescriptionnThe 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.nHourly rate: $16.50, non-negotiablennResidency requirements: US residents of the 50 states, D.C.nnThis is a temporary/contractor role, and you will be an employee of Workspend.(See Compensation and Benefits section)nnK12, a Stride Company, believes in Education for ANY ONE. We provide families with 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 pacennSUMMARY: 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.nnKey Responsibilities include:nn 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.nn Customer Service Excellence: Deliver outstanding customer service across all support channels, ensuring a positive experience for parents and students.nn Application Support: Offer comprehensive support for the K12 suite of learning systems and business applications.nn Escalation Management: Promptly escalate unresolved issues to the appropriate Tiered support team.nn Order and Replacement Management: Handle the ordering and replacement of materials and computer equipment efficiently.nnThis 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.nnEssential Functions: Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties.nn Respond to technical issues related to K12 proprietary systems, hardware, and software and networking both in written word and orally via telephone.nn 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.nn Advise / educate customers within procedural guidelines to ensure a complete solution to their technical or service questions.nn Answer questions about installation, operation, configuration and usage of assigned equipment, documents and assigns customer problems for resolution using support ticketing and CRM software.nn Remain knowledgeable of K12's proprietary systems, various hardware product lines, current industry products and technologies.nn Escalate more complex issues with proprietary systems to next tiered support team with urgency and/or escalate more complex hardware equipment issues to manufacturer.nnSupervisory Responsibilities: This position has no formal supervisory responsibilities.nnMinimum Required Qualifications: nn High School Diploma / GED and relevant work experience, ORnn Minimum of 2 years' experience in a similar call center rolennCertificates and Licenses: None required.nnSystem Requirements:nn Our work from home membersarerequired to have andmaintain 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 p

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