Note: The job is a remote job and is open to candidates in USA. 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
Skills
- 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
Company Overview