About nexawork
nexawork is a leading provider of innovative education technology solutions that empower schools, teachers, parents, and students across the United States. Our mission is to make learning accessible, engaging, and personalized through cutting‑edge digital platforms and reliable hardware. As a fast‑growing organization, nexawork invests heavily in the people who bring our vision to life—especially the front‑line heroes who ensure every user enjoys a seamless, trouble‑free experience. Joining nexawork means becoming part of a collaborative, inclusive community that values curiosity, empathy, and continuous improvement.
Why This Role Matters
In today’s digital classroom, reliable technical support is the backbone of successful learning outcomes. As a Customer Care & Technical Support Representative – Level 1, you will be the first point of contact for parents, students, and educators who need help with nexawork‑provided devices and software. Your ability to diagnose issues quickly, communicate clearly, and deliver compassionate service will directly impact the quality of education for thousands of learners.
Key Responsibilities
- Technical Issue Resolution: Troubleshoot hardware (desktops, laptops, monitors, printers) and software problems, including start‑up failures, login challenges, hardware damage, and virus infections.
- Multi‑Channel Support: Provide assistance via inbound phone calls, live chat, email, and SMS, adapting your communication style to each channel while maintaining a consistent, high‑quality experience.
- Application Assistance: Guide users through nexawork’s suite of learning management systems and business applications, answering questions about installation, configuration, and daily use.
- Escalation Management: Identify issues that require higher‑level expertise and promptly route them to Tier 2 or Tier 3 support teams, ensuring minimal disruption for the end‑user.
- Order & Replacement Coordination: Process requests for new equipment, replacements, and accessories, tracking orders from initiation to delivery.
- Documentation & Ticketing: Accurately log all interactions in the CRM system, update ticket statuses, and capture detailed notes to aid future troubleshooting.
- Customer Education: Offer clear, step‑by‑step guidance that empowers users to resolve simple issues independently, fostering confidence and reducing repeat contacts.
- Quality Assurance: Follow nexawork’s service standards, adhere to data‑privacy regulations, and continuously seek ways to improve support processes.
Essential Qualifications
- High school diploma or GED; or equivalent work experience.
- Minimum of two (2) years of experience in a call‑center or technical support environment, preferably within the education technology sector.
- Proficiency with Microsoft Windows (7, 8, 10, XP) and common office applications (Outlook, Word, Excel, PowerPoint).
- Demonstrated ability to type fluently and communicate clearly both verbally and in writing.
- Reliable high‑speed internet connection (minimum 50 Mbps download / 10 Mbps upload) and a dedicated Ethernet connection is preferred.
- Access to a personal smart device (smartphone or tablet) for testing and app downloads.
- Strong telephone etiquette, active listening skills, and a consultative approach to problem solving.
- Ability to thrive in a high‑volume, fast‑paced remote work environment while maintaining professionalism.
Preferred (Desired) Qualifications
- Previous experience supporting K‑12 education technology platforms.
- Familiarity with Salesforce or similar CRM tools.
- Experience with remote troubleshooting tools and ticketing systems.
- Certification in IT fundamentals (e.g., CompTIA A+, Google IT Support) – not required but a plus.
Core Skills & Competencies
- Problem‑Solving: Ability to diagnose root causes quickly and propose effective solutions.
- Customer‑Centric Mindset: Empathy, patience, and a genuine desire to help users succeed.
- Technical Literacy: Comfort navigating operating systems, networking basics, and common peripheral devices.
- Communication: Clear, concise, and jargon‑free language across phone, chat, and email.
- Time Management: Prioritize multiple tickets, meet service‑level agreements, and stay organized.
- Team Collaboration: Share knowledge, support peers, and contribute to a positive virtual team culture.
- Adaptability: Adjust to evolving product releases, policy updates, and new support tools.
Career Growth & Learning Opportunities
nexawork is committed to the professional development of its support staff. As a Level 1 representative, you will have access to:
- Comprehensive onboarding and ongoing training modules covering hardware, software, and educational best practices.
- Mentorship from senior technical specialists who can guide you toward Tier 2 or Tier 3 support roles.
- Certification reimbursement programs for industry‑recognized credentials.
- Opportunities to cross‑train in related departments such as product quality assurance, training, and client success.
- Regular performance reviews that identify strengths, set career objectives, and outline clear pathways for advancement within nexawork.
Work Environment & Culture
Our remote work model is designed to give you flexibility while maintaining a strong sense of community. nexawork fosters an inclusive culture where every voice matters. Highlights include:
- Virtual Team Huddles: Daily stand‑ups and weekly “coffee‑chat” sessions to keep teams connected.
- Diversity & Inclusion: Active employee resource groups, inclusive hiring practices, and ongoing DEI training.
- Well‑Being Initiatives: Access to mental‑health resources, ergonomic home‑office stipends, and wellness challenges.
- Recognition Programs: Monthly awards for outstanding customer service, problem‑solving, and teamwork.
- Transparent Communication: Regular updates from senior leadership about company goals, product roadmaps, and market trends.
Compensation, Perks & Benefits
This position is a temporary/contractor role with a full‑time schedule of 40 hours per week. Compensation is set at $16.50 per hour, payable on a bi‑weekly basis through our staffing partner. While the role is contract‑based, eligible participants may receive a benefits package that can include:
- Health, dental, and vision coverage options.
- Retirement savings plan with employer matching contributions.
- Paid time off (PTO) accruals based on tenure.
- Access to a learning portal with free courses and certifications.
- Employee assistance program (EAP) for personal and professional support.
Compensation may vary based on geographic location, relevant experience, and market conditions. nexawork evaluates each candidate holistically, considering education, prior work history, and skill set.
Technology & Equipment Requirements
- Dedicated home office space free from distractions during scheduled shifts.
- High‑speed broadband (minimum 50 Mbps down / 10 Mbps up) with a stable Ethernet connection.
- Standard desktop or laptop computer meeting nexawork’s minimum specifications.
- Headset with noise‑cancelling microphone for clear voice communication.
- Webcam for virtual training sessions and team meetings.
- Ability to install and run nexawork‑approved software, including ticketing and CRM platforms.
Application Process & Next Steps
Ready to make a difference in the lives of students and educators across the nation? Follow these steps to apply:
- Prepare an up‑to‑date resume highlighting relevant call‑center or technical support experience.
- Write a brief cover letter that showcases your passion for education technology and customer service excellence.
- Submit your application through the nexawork careers portal or the designated link provided.
- Complete the online assessment and virtual interview with our hiring team.
- Upon selection, you will receive onboarding instructions, equipment shipment details, and a schedule for your initial training.
All applicants will be considered without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status. If you require a reasonable accommodation to apply, please email nexaworkcareers@nexawork.com and we will gladly assist.
Join nexawork Today
If you thrive in a dynamic, remote environment, enjoy solving technical puzzles, and are committed to delivering outstanding service, nexawork wants to hear from you. This role offers a solid foundation for a rewarding career in education technology support, with clear pathways for advancement and continuous learning. Apply now and become a vital part of a mission‑driven team that is shaping the future of education.
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