Customer Service and Tech Support

Job Description

REQUIREMENTS

• High School Diploma / GED and relevant work experience
• Minimum of 1 year of experience in a similar call center role
• All work must be performed within the United States. Candidates must reside in and be authorized to work from the U.S. for the duration of employment.

RESPONSIBILITIES

• Respond to technical issues related to K12 proprietary systems, hardware, software, and networking both in written form and orally via telephone.
• Assist customers by diagnosing problems and providing resolutions for technical and service issues using troubleshooting techniques and tools to identify defective products/systems/hardware 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; document and assign customer problems for resolution using support ticketing and CRM software.
• Remain knowledgeable of K12’s proprietary systems, various hardware product lines, and current industry products and technologies.
• Escalate more complex issues with proprietary systems to the next tiered support team with urgency and/or escalate more complex hardware equipment issues to the manufacturer.

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