What are the responsibilities and job description for the Customer Service and Tech Support - Customer Support for Learning and Development position at Upwork?
Job Description
The Customer Care and Technical Support Representative, Level 1, is a key member of our remote call / contact center team, dedicated to delivering exceptional technical support and customer service. This role involves resolving technical issues, assisting with K12-provided hardware and software, and ensuring a seamless experience for parents and students. You will engage with customers through multiple channels—phone, chat, email, and SMS—to troubleshoot issues, provide effective solutions, and escalate unresolved problems as necessary. Your contributions will play a vital role in ensuring customer satisfaction and fostering trust in our organization
Target Pay Rate : $19.00 / Hour
Responsibilities
- Technical Support and Troubleshooting
- Provide expert troubleshooting for K12 provided hardware, including desktops, laptops, monitors, and printers, as well as resolving issues related to software, start up, log in, and viruses.
- Respond to technical issues involving K12 proprietary systems, applications, and network connectivity, offering clear and concise resolutions.
- Diagnose and resolve customer inquiries related to the installation, operation, configuration, and usage of assigned hardware and software.
- Customer Service Excellence
- Deliver outstanding customer service across all support channels (phone, chat, email, SMS) to ensure a positive experience for parents and students.
- Educate customers within established procedural guidelines to provide complete and effective solutions for their technical or service related questions.
- Maintain professionalism, empathy, and patience when handling challenging customer interactions.
- Administrative and Escalation Management
- Accurately document customer problems and resolutions using the company’s CRM system.
- Escalate unresolved technical issues to Tiered Support teams or hardware manufacturers with urgency and precision.
- Process orders and replacements for materials and computer equipment efficiently while adhering to company guidelines.
- Knowledge and Collaboration
- Stay updated on K12 proprietary systems, hardware products, and current industry technologies to maintain a high level of technical expertise.
- Actively participate in team meetings, training sessions, and virtual huddles to ensure knowledge sharing and continuous skill development.
Qualifications
Salary : $19
