Experienced Customer Support Specialist – K12 Tutoring

Join arenaflex, a leading education technology company, as a Customer Support Specialist for our K12 Tutoring platform. As a key member of our customer support team, you will play a vital role in delivering exceptional customer experiences, resolving technical and service issues, and driving customer satisfaction. If you're passionate about education, technology, and providing top-notch support, we encourage you to apply for this exciting opportunity.

About arenaflex

arenaflex is a dynamic and innovative company that is revolutionizing the education sector with its cutting-edge technology solutions. Our mission is to empower students, educators, and parents with the tools and resources they need to succeed. We're committed to creating a supportive and inclusive work environment that fosters collaboration, creativity, and growth.

Job Summary

As a Customer Support Specialist, you will be responsible for handling escalated technical and service issues from Level 1 support via phone, web, chat, and email. You will assist customers, including parents, students, and educators, with platform access, scheduling, payments, and tutor-related concerns. You will also collaborate with departmental contacts to analyze trends, resolve recurring issues, and improve processes. This role requires strong communication, problem-solving, and analytical skills, as well as the ability to work independently and collaboratively in a fast-paced environment.

Key Responsibilities

* Review escalated issues from the Level 1 Customer Care and Technical Support teams to identify trends, triage issues, and coordinate resolutions between various departmental POCs

• Create and update Standard Operating Procedures for best practices while using or troubleshooting the K12 Tutoring platform
• Serve as a liaison between the K12 Tutoring team and customers
• Respond to customer service / technical issues both in written word and orally via telephone
• Assist customers by diagnosing problems and providing resolutions for technical and service issues using troubleshooting techniques and tools
• Escalate more complex issues to K12 Tutoring engineering team
• Advise/educate customers within procedural guidelines to ensure a complete solution to their technical or service questions. Open necessary Engineering tickets, track, and proactively follow up to resolution
• Provide proactive "white glove" outreach to new customers to follow up on their experience with K12 Tutoring and resolve any issues they may be facing
• Monitor Review sites and gather customer feedback and sentiment
• Support customer booking and scheduling with the Tutoring Customer Success Team

Essential Qualifications

* High School Diploma

• 2-4 years' experience in customer service and/or technical support
• Strong verbal and written communication skills to assist customers effectively through various communication channels
• Ability to maintain a professional home office without distraction during our hours of operation
• Ability to attend virtual training and engage in regular team meetings via a webcam
• Own or have daily access to a smart device where apps can be downloaded/accessed (i.e., phone, tablet)
• Proficiency in web-based applications (Salesforce experience a plus)
• Self-motivation, strong problem-solving and analytical skills, and a solutions-oriented approach
• Ability to work both independently and within a collaborative environment
• Resilient and contributes to fostering positive team morale
• Strong organizational skills with ability to prioritize effectively and manage priorities to deliver and drive results
• Ability to own and execute projects
• Ability to respond appropriately to feedback and guidance
• Detail-oriented with high level of quality and accountability for work product
• Microsoft Office (Outlook, Word, Excel, PowerPoint, etc.); Web proficiency

Desired Qualifications

* Prior experience with K12/Stride

• Bachelor's Degree
• Salesforce experience
• Expertise in providing technical support for web-based applications across PC and Mac operating systems
• Previous experience in call-center environment

Work Environment and Culture

* This is a home-based position

• arenaflex offers a dynamic and supportive work environment that fosters collaboration, creativity, and growth
• We're committed to creating a culture that values diversity, equity, and inclusion
• We offer a comprehensive benefits package, including health benefits, retirement contributions, and paid time off

Compensation and Benefits

* Hourly pay range: $14.24-$23.00

• Eligible employees may receive a bonus
• arenaflex offers a robust benefits package for eligible employees, including health benefits, retirement contributions, and paid time off
• Compensation and benefits will be determined based on education, experience, and qualifications, as well as the position's work location, expected quality and quantity of work, required travel (if any), external market, and internal value

How to Apply

If you're passionate about delivering exceptional customer experiences and driving customer satisfaction, we encourage you to apply for this exciting opportunity. Please submit your resume and cover letter to [[email protected]](mailto:[email protected]). We can't wait to hear from you!

Equal Opportunity Employer

arenaflex is an equal opportunity employer. We're committed to creating a diverse and inclusive work environment that values diversity, equity, and inclusion. We welcome applications from qualified candidates of all backgrounds, including individuals with disabilities, veterans, and individuals from underrepresented communities. Apply for this job