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Job Details

Customer Care amp Technical Support Representative Level 2

Company name
K12 Inc.

Location
Herndon, VA
3 hit(s)  

Profile

Requisition Number

18-0471

Title

Customer Care & Technical Support Representative, Level 2

City

Herndon

State

VA

Description

Customer Care & Technical Support Representative, Level 2

K is a dynamic company on a mission to provide the most compelling, comprehensive, and effective K-12 education available. Our employees are a critical part of an organization that is providing powerful, new options for the way children can be educated. They have a passion for education and a drive to make a difference. This is a contract role, through the summer, and is expected to last to October.

Responsible for resolving customer service and technical issues that are presented to the company through our support channels - phone, web, and email. Resolves issues and problems that are reported directly by the customers (parents and students) and is also responsible for resolving time-sensitive issues reported through escalation channels by customer administrative staffs. 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.

AS A CUSTOMER CARE & TECHNICAL SUPPORT REPRESENTATIVE YOU WILL . . .

Respond to customer service / 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. Open necessary Engineering tickets, track and proactively follow up to resolution.

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 corporate engineering team; escalate more complex hardware equipment issues to manufacturer.

IS K12

RIGHT FOR YOU?

Do you communicate well?

Can you build customer confidence?

Are you able to tackle problems and take independent action?

Is your manner honest and straightforward?

Are you able to prioritize and meet deadlines?

Do you value others' opinions?

Requirements

MINIMUM QUALIFICATIONS

High School diploma or equivalent

2-4 years' experience in customer service and / or technical support

Computers/Peripherals/Other Office Machines: Expertise in PC and Internet applications and use

Computer Software: Electronic Mail Software (Microsoft Outlook preferred); Spreadsheet and Word Processing Software, (Microsoft Excel and Word preferred); Support Ticketing and CRM Software (Salesforce preferred); Presentation Software, (Microsoft PowerPoint preferred); Remote Access Software (such as LogMeIn or TeamViewer); Web expertise.

Other Tools/Devices/Machines (including Vehicles): Expertise in Microsoft Windows O/S (7 and XP preferred, Mac a plus).

High degree of customers service orientation

Expertise in PC and Internet applications and use

Expertise in Microsoft Windows 7, 8, 10 and XP Operating Systems; Mac OS knowledge a plus

Experience with virus and malware detection/protection software (McAfee preferred)

Thorough knowledge of home-based connectivity support

Ability to work in high call volume environment

Strong telephone and email etiquette

Able to pass background check requirements

DESIRED QUALIFICATIONS

A or OEM certification

Knowledge of current K12 business model, applications, and processes

WHO ARE WE?

K12 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, national origin, age, disability or genetics.

Please view Equal Employment Opportunity Posters provided by OFCCP here

Company Profile
In 1999, we set out to answer a call. It was a call voiced by a growing number of parents whose children's needs were not being met by traditional education models. Their children were bored by the pace of the traditional classroom, left behind by the pace of the classroom, or just getting lost in the shuffle. While traditional brick and mortar schools work for many children, they restrict many others for a variety of reasons.At K12, our mission has remained steadfast: To put students first and maximize their potential to learn and achieve . We have become a leader in providing individualized, one-to-one learning solutions to students from kindergarten through high school across the country. These solutions have literally changed lives and opened up possibility for many children. Our biggest fans continue to be parents who are seeking to tap into their children's unique potential and who have seen what can happen when children can work at the right pace and with the tools, approaches, and content that make learning come alive.

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