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Requisition Number 17-0731
Title Customer Care & Technical Support Representative, Level 2
City Herndon
State VA
Description

Customer Care & Technical Support Representative, Level 2

K¹² 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.
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