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

Lifted, an Upwork Company, is seeking a Customer Care & Technical Support Representative, Level 1, to provide exceptional customer service and technical support in a remote call center environment. The role involves troubleshooting technical issues, delivering customer service, and managing escalations effectively.

Responsibilities:

• Provide expert troubleshooting for K12-provided equipment (desktops, laptops, monitors, printers), addressing start-up/log-in issues, hardware damage, and software viruses
• Deliver outstanding customer service across all support channels, ensuring a positive experience for parents and students
• Offer comprehensive support for the K12 suite of learning systems and business applications
• Promptly escalate unresolved issues to the appropriate Tiered support team
• Handle the ordering and replacement of materials and computer equipment efficiently
• 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

Requirements:

• High School Diploma / GED and relevant work experience
• Minimum of 1 year of experience in a similar call center role
• All work must be performed within the United States. Candidates must reside in and be authorized to work from the U.S. for the duration of employment
• Our work from home members are required to have and maintain high-speed internet connection. At a minimum 50Mbps download speed and 10Mbps upload speed, if not competing with other household users. Satellite, DSL, data plans, wireless or dial-up services are not compatible
• Some Internet service providers enable what is called SIP ALG (Session Initiation Protocol Application Layer Gateway). This interferes with our systems and must be disabled by the provider
• Ethernet connection is preferred
• This role requires remaining at a designated workstation for the duration of scheduled shifts (excluding provided breaks and/or meal periods, as applicable), with continuous computer use, typing, reading, listening, and speaking
• Daily access to a smart device (e.g., phone, tablet) capable of downloading and using apps
• Professional home office setup free from distractions during operational hours
• Ability to attend virtual training sessions via webcam
• Thorough knowledge of home-based connectivity support
• Strong verbal and written communication skills
• Excellent listening skills with the ability to communicate effectively across multiple channels, including phone, voicemail, email, and chat
• Proficiency in telephone and email etiquette
• Expertise in PC and Internet applications
• Proficiency in Microsoft Office Suite (Outlook, Word, Excel, PowerPoint, etc.)
• Proficiency in web-based applications; Salesforce experience is a plus
• Knowledge of Microsoft Windows operating systems
• Consultative approach to customer service
• Strong problem-solving and analytical skills with a solutions-oriented mindset
• Ability to work in a high-volume environment while maintaining quality
• Ability to work independently and collaboratively within a team-oriented environment
• Resilient, detail-oriented, and accountable for high-quality work
• Ability to prioritize competing tasks and deliver results effectively
• Ability to take ownership of work and execute projects
• Open to feedback and demonstrates adaptability and continuous improvement
• Ability to clear required background check
• Previous experience with Education field
• Salesforce Experience
• Previous Customer Service or Tech Support experience with proven record of achievement