Job Description
Join arenaflex, a leading provider of innovative education solutions, as a Customer Support Specialist for our K12 Tutoring platform. In this role, you will be the face of arenaflex, providing exceptional customer service and technical support to our valued customers, including parents, students, and educators. If you are a customer-centric individual with a passion for delivering outstanding support, we encourage you to apply. **About arenaflex** arenaflex is a dynamic and forward-thinking company dedicated to revolutionizing the education sector with cutting-edge technology and innovative solutions. Our K12 Tutoring platform is designed to provide personalized learning experiences for students, and we are committed to delivering exceptional customer support to ensure our customers achieve their goals. As a Customer Support Specialist, you will be part of a talented team that is passionate about making a positive impact on education. **Key Responsibilities** 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 - Assisting customers with platform access, scheduling, payments, and tutor-related concerns - Managing urgent issues escalated by internal staff and collaborating with departmental contacts to analyze trends, resolve recurring issues, and improve processes - Working closely with the Product team to test new features and create Standard Operating Procedures (SOPs) - Serving as a liaison between customers and internal teams to ensure timely resolution of issues - Supporting Marketing through customer surveys and review monitoring, and assisting Customer Success with scheduling - Maintaining the K12 Tutoring Knowledge Base and tracking case trends, reporting metrics, and recommending improvements to enhance the customer experience **Essential Functions** - 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 the K12 Tutoring engineering team - Advise/educate customers within procedural guidelines to ensure a complete solution to their technical or service questions - 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 **Supervisory Responsibilities** This position has no formal supervisory responsibilities. **Minimum Required 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 is an equal opportunity employer and welcomes diversity in the workplace - We offer a dynamic and supportive work environment that encourages collaboration, innovation, and continuous learning - arenaflex is committed to providing a safe and inclusive workplace for all employees **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 are competitive and based on education, experience, and qualifications **How to Apply** If you are a customer-centric individual with a passion for delivering outstanding support, we encourage you to apply for this exciting opportunity. Please submit your application, including your resume and a cover letter, to [[email protected]](mailto:[email protected]). We look forward to hearing from you! **Equal Opportunity Employer** arenaflex is an equal opportunity employer and welcomes diversity in the workplace. We are committed to providing a safe and inclusive workplace for all employees. Apply for this job