Job Description
SUMMARY: Stride Tutoring is an exciting new startup within Stride’s portfolio of companies, focused on building and scaling an innovative educational marketplace that connects tutors and students. Our aim is to enable students to achieve their educational goals through receiving high-quality, personalized online tutoring from expert, certified teachers. Over time we plan to… expand this marketplace further to serve a broader set of educational needs for a wider range of customers.
The Customer Support Specialist will be responsible for resolving escalations from Level 1 support teams, specifically technical and other service issues that are presented to the company through our support channels – phone, web, and email. This role resolves issues and problems that are reported directly by the customers (parents, students, and educators), as well as time-sensitive issues reported through escalation channels by other Tutoring staff. Issues that will be resolved include but may not be limited to: technical assistance with the use of the Stride Tutoring platform, such as troubleshooting issues with log-in and joining the virtual classroom; booking/scheduling/payment questions; and questions and/or complaints about tutors or tutoring sessions. The Customer Support Specialist will also be responsible for reviewing escalations from the Level 1 team and coordinating with various departmental POCs to provide insight and find proactive solutions to trends in reported issues.
The Customer Support Specialist will also coordinate with the Product team to test new functionality that is being deployed and develop Standard Operating Procedures for use and troubleshooting user issues. In addition, the representative will communicate as a liaison between the customers and internal Stride Tutoring groups to mitigate and resolve issues reported.
The Customer Support Specialist will be responsible for synthesizing case trends, reporting metrics and recommending process/product improvements. They will also review and update the Stride Tutoring Knowledge Base regularly to ensure that it contains complete and accurate information for use by customers and other agents.
ESSENTIAL FUNCTIONS: Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties.
• 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 Stride Tutoring platform
• Serve as a liaison between the Stride 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 Stride 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 Stride Tutoring and resolve any issues they may be facing
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
Certificates and Licenses: None required.
System Requirements:
• Our work-from-home team membersarerequired to have andmaintain high-speed internet connection. At the minimum 50Mbps download speed and 10Mbps upload speed, if not competing with other household users. For the sake of call quality, 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.
OTHER REQUIRED QUALIFICATIONS:
• Very outgoing, “above and beyond” personality that makes customers feel like they matter to our business
• Strong verbal and written communication skills to assist customers effectively through various communication channels, such as phone, voicemail, email, chat, etc.
• Ability to maintain a profess
About the Company:
Stride, Inc
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