Customer Care and Technical Support, Level 1

Job Description

The Customer Care and Technical Support Representative, Level 1 will be responsible for resolving technical issues and providing excellent customer service presented to the company through our support channels - phone, web, chat and email.

Resolves issues and problems that are reported directly by the customers (parents and students) and is also responsible for escalating issues that were not resolvable by workflows to the appropriate Tiered support team with urgency.

Issues that will be resolved include, but may not be limited to : technical assistance with the use of K12-provided equipment (desktops / laptops / monitors / printers), such as troubleshooting start-up / log-in issues, hardware damage, and software viruses;

general application support with the K12 suite of learning systems and business applications; ordering / replacing materials and computer equipment.

Certificates and Licenses : none required

Residency Requirements : Remote Worker, U.S. residents of the 50 states, and D.C.

NOTE : We anticipate this position will pay $16.50 per hour. This is a temporary / contractor role, and you will be an employee of Randstad.

The Customer Care and Technical Support Representative, Level 1 will be responsible for resolving technical issues and providing excellent customer service presented to the company through our support channels - phone, web, chat and email.

Resolves issues and problems that are reported directly by the customers (parents and students) and is also responsible for escalating issues that were not resolvable by workflows to the appropriate Tiered support team with urgency.

Issues that will be resolved include, but may not be limited to : technical assistance with the use of K12-provided equipment (desktops / laptops / monitors / printers), such as troubleshooting start-up / log-in issues, hardware damage, and software viruses;

general application support with the K12 suite of learning systems and business applications; ordering / replacing materials and computer equipment.

Over 20 years ago, Stride was founded to provide personalized learning - powered by technology. We reached students where they were in their own journeys.

We knocked down their barriers to great education. And we gave every learner equal opportunity to succeed - however they defined success.

Stride innovated the learning experience with online and blended learning that prepared them for their lives ahead.

Stride is a community of passionate leaders. Whether teachers, engineers, curriculum writers, or financial managers - whatever your expertise or role, we all work to empower futures through learning.

And changing the trajectory of learning itself is one of our greatest missions. Join us in developing more effective ways to learn and helping learners build the skills and confidence they need to make their way forward in life.

ESSENTIAL FUNCTIONS : Reasonable accommodations 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 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.

REQUIRED QUALIFICATIONS :

• High School Diploma OR
• Currently pursuing a BS / BA or MS / MA degree) OR
• Equivalent combination of education and experience

System Requirements :

Our work from home 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.

• 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.

DESIRED QUALIFICATIONS :

• Prior experience with K12 / Stride
• Previous customer service work
• Previous experience in call-center environment
• Physical requirements : sedentary work, fluent typing, listening, speaking, extensive reading, repetitive motions, and extended computer usage.
• Thorough knowledge of home-based connectivity support
• Ability to work in high call volume environment
• Strong telephone and email etiquette
• Strong verbal and written communication skills
• Own or have daily access to a smart device where Apps can be downloaded / accessed (i.e., phone, tablet)
• Ability to maintain a professional home office without distraction during our hours of operation
• Attend virtual training via web cam
• Expertise in PC and Internet applications and use
• Ability to communicate with customers effectively through various communication channels, such as : phone, voicemail, email, chat, etc.
• Proficiency in Microsoft Office (Outlook, Word, Excel, PowerPoint, etc.)
• Proficiency in web-based applications (Salesforce experience a plus)
• Consultative approach to customer service
• Strong problem solving and analytical skills with a solutions-oriented approach
• Ability to work both independently and within a team-oriented environment
• Resilient and contributes to fostering positive team morale
• Ability to prioritize effectively and manage competing priorities to deliver and drive results
• Ability to own and execute projects
• Ability to respond appropriately to feedback and guidance
• Detail-oriented
• Expertise in Microsoft Windows 7, 8, 10 and XP Operating Systems
• High level of quality and accountability for work product
• Ability to travel 10% of the time (minimal if any e.g. team building activity)
• Ability to clear required background check

Compensation & 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.

We anticipate this position will pay $16.50 per hour. This is a temporary / contractor role and you will be an employee of Randstad.

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.

Randstad offers a robust benefits package for eligible employees that can include health benefits, retirement contributions, and paid time off.

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 is a remote, work-from-home (WFH), position and open to residents of the U.S. 50 states and 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.

Job Type

Contractor

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.

Stride, Inc. is a Federal Contractor, an Equal Opportunity / Affirmative Action Employer and a Drug-Free Workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected Veteran status age, or genetics, or any other characteristic protected by law.

Equal Opportunity Employer / Protected Veterans / Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant.

However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)