Customer Service and Tech Support - Customer Support for Learning and Development at LiftedanUpworkCompany

Key Responsibilities include: • 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. • Customer Service Excellence: Deliver outstanding customer service across all support channels, ensuring a positive experience for parents and students. • Application Support: Offer comprehensive support for the K12 suite of learning systems and business applications. • Escalation Management: Promptly escalate unresolved issues to the appropriate Tiered support team. • Order and Replacement Management: Handle the ordering and replacement of materials and computer equipment efficiently. • This 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.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, 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.