Customer Care & Technical Support Representative, Level 1

Key Responsibilities:

• Technical Issue Resolution: Provide troubleshooting for desktops, laptops, printers, and software, addressing start-up, hardware, and virus issues.
• Customer Service Excellence: Deliver positive experiences for parents and students across all support channels, ensuring effective communication.

Essential Functions:

• Respond to technical issues with K12 systems and hardware via phone and written form, diagnosing problems and issuing replacements.
• Advise customers on installation and configuration, documenting issues in support ticketing and CRM software like Salesforce.

Qualifications:

• High School Diploma/GED with 1+ year of call center experience, strong verbal/written communication, and proficiency in PC, Internet, and Microsoft Office.
• Ability to work independently in a high-volume environment, prioritize tasks, and maintain a professional, distraction-free home office with high-speed internet.