Customer Support Representative

The Customer Service Representative will work directly with administrators to onboard Teachers and Students into the Summit K12 online curriculum. Once users have access to their online classes, the Customer Support Representative will continue to provide email and phone support to Teachers and Admins throughout the school year to ensure that they are able to get the most value from the program for their students.

This role serves as a generalist for all support needs of Summit K12 customers from onboarding through use of the product for admins, teachers, and students throughout the school year. In addition to direct onboarding and support of customers, this position will partake in projects throughout the year geared toward improving the overall user experience of customers, the internal team processes, and their own skills sets for their career development.

Daily Processes

• Set up new accounts utilizing a mixture of technologies, including but not limited to a Learning Management System (LMS), CSV files, and Google Suite products
• Provide excellent and prompt customer support through phone calls and emails to ensure successful product implementation
• Collaborate with the Inside and Outside Sales and Account Management teams to create a seamless and smooth transition for customers from purchase order to user login
• Assist various District and School departments and staff through phone, email, and video calls
• Maintain strict security standards related to managing student personal identifying information
• Serve as the Voice of the Customer internally at Summit K12 to raise issues and feature requests on behalf of our customers

Key Responsibilities

• User Support: Be the first point of contact for our users, delivering timely and professional support through email and phone.
• Onboarding: Manage user onboarding through manual processes, coordination with customers, and setting up roster integrations.
• Technical Issue Resolution: Assist users in diagnosing and resolving technical issues, offering guidance on using our products effectively.
• Problem Solving: Troubleshoot and identify solutions for technical problems, working in collaboration with Product and Development teams as needed.
• Customer Record Keeping: Maintain accurate and organized records of user interactions, inquiries, and solutions in Support tickets and Sales records.
• Team Collaboration: Coordinate with other members of the Customer Support team to support one another in assisting customers.
• Product Knowledge: Stay up-to-date with general Product updates provide informed support to users.
• Knowledge Record Keeping: Help develop and maintain general Knowledge records for both customer facing support articles as well as internal Standard Operating Procedures.
• Feedback and Improvement: Identify opportunities for process enhancements and suggest platform improvements based on user feedback.
• Development Projects: Work on projects to continuously develop products, records, internal resources, and personal skills.

Requirements

• Education: Bachelor’s degree in Education, MIS, Computer Science, Technology, or related field
• Experience: Previous experience either as a classroom K-12 teacher (2 years minimum) or in customer support (1 year minimum), with a preference for those with a background in the education technology sector.
• Communication: Ability to communicate professionally, persuasively, and confidently over the phone, in email, and in person including soft skills for managing interactions with frustrated or stressed customers and the ability to explain technical concepts to non-technical users.
• Problem-Solving: Exceptional problem-solving abilities and a commitment to delivering top-tier customer support.
• Productivity Tools: Proficiency with using and learning new online tools and technology, including, but not limited to, Google Suite, Spreadsheets, Slack, and Zoom
• Ed-Tech Tools: Familiarity with Educational Technology is preferred including but not limited to Learning Management Systems (LMSs), roster sharing services such as ClassLink and Clever, OneRoster, and Student Information Systems (SIS’s)
• Team Player: Ability to work both independently and collaboratively within a team
• Attention to Detail: Strong organizational skills and attention to detail