Customer Support Specialist, Stride Tutoring

Customer Support Specialist, Stride Tutoring

US Nationwide – Remote

Full time

job requisition id

JR104390

Job Description

SUMMARY: Stride Tutoring is an exciting new startup within Stride’s portfolio of companies, focused on building and scaling an innovative educational marketplace that connects tutors and students. Our aim is to enable students to achieve their educational goals through receiving high-quality, personalized online tutoring from expert, certified teachers. Over time we plan to expand this marketplace further to serve a broader set of educational needs for a wider range of customers.

The Customer Support Specialist will be responsible for resolving escalations from Level 1 support teams, specifically technical and other service issues that are presented to the company through our support channels – phone, web, and email. This role resolves issues and problems that are reported directly by the customers (parents, students, and educators), as well as time-sensitive issues reported through escalation channels by other Tutoring staff. Issues that will be resolved include but may not be limited to: technical assistance with the use of the Stride Tutoring platform, such as troubleshooting issues with log-in and joining the virtual classroom; booking/scheduling/payment questions; and questions and/or complaints about tutors or tutoring sessions. The Customer Support Specialist will also be responsible for reviewing escalations from the Level 1 team and coordinating with various departmental POCs to provide insight and find proactive solutions to trends in reported issues.

The Customer Support Specialist will also coordinate with the Product team to test new functionality that is being deployed and develop Standard Operating Procedures for use and troubleshooting user issues. In addition, the representative will communicate as a liaison between the customers and internal Stride Tutoring groups to mitigate and resolve issues reported.

The Customer Support Specialist will be responsible for synthesizing case trends, reporting metrics and recommending process/product improvements. They will also review and update the Stride Tutoring Knowledge Base regularly to ensure that it contains complete and accurate information for use by customers and other agents.

ESSENTIAL FUNCTIONS: Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties.

• 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
• Create and update Standard Operating Procedures for best practices while using or troubleshooting the Stride Tutoring platform
• Serve as a liaison between the Stride Tutoring team and customers
• Respond to customer service / technical issues 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
• Escalate more complex issues to Stride Tutoring engineering team
• 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
• Provide proactive “white glove” outreach to new customers to follow up on their experience with Stride Tutoring and resolve any issues they may be facing

Supervisory Responsibilities:

This position has no formal supervisory responsibilities.

MINIMUM REQUIRED QUALIFICATIONS:

• High School Diploma
• 2-4 years’ experience in customer service and/or technical support

Certificates and Licenses: None required.

System Requirements:

• 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.
• 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.

OTHER REQUIRED QUALIFICATIONS:

• Very outgoing, “above and beyond” personality that makes customers feel like they matter to our business
• Strong verbal and written communication skills to assist customers effectively through various communication channels, such as phone, voicemail, email, chat, etc.
• Ability to maintain a professional home office without distraction during our hours of operation
• Ability to attend virtual training and engage in regular team meetings via a webcam
• Own or have daily access to a smart device where apps can be downloaded/accessed (i.e., phone, tablet)
• Proficiency in web-based applications (Salesforce experience a plus)
• Self-motivation, strong problem solving and analytical skills, and a solutions-oriented approach
• Ability to work both independently and within a team-oriented environment
• Resilient and contributes to fostering positive team morale
• Strong organizational skills with ability to prioritize effectively and manage priorities to deliver and drive results
• Ability to own and execute projects
• Ability to respond appropriately to feedback and guidance
• Detail-oriented with high level of quality and accountability for work product
• Microsoft Office (Outlook, Word, Excel, PowerPoint, etc.); Web proficiency
• Physical requirements: sedentary work, fluent typing, listening, speaking, extensive reading, repetitive motions, and extended computer usage
• Ability to travel 10% of the time (minimal travel, if any – e.g., team building activity)
• Ability to clear required background check

DESIRED QUALIFICATIONS:

• Prior experience with K12/Stride
• Bachelor’s Degree
• Salesforce experience
• Expertise in providing technical support for web-based applications across PC and Mac operating systems
• Previous experience in call-center environment

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 position is virtual and open to residents of the 50 states, D.C.

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 between $14.25 and $29.56 per hour. Eligible employees may receive a bonus. However, 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.

Job Type

Regular

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