**Experienced Customer Care & Technical Support Representative – Remote Call Center Environment**

Are you passionate about delivering exceptional customer service and resolving technical issues? Do you thrive in a dynamic call center environment and enjoy working with various support channels? If so, we invite you to join blithequark's team as an Experienced Customer Care & Technical Support Representative. This is a unique opportunity to work in a remote call center environment, providing top-notch technical support and customer service to our valued customers. **About blithequark** blithequark is a leading provider of innovative solutions and services that empower individuals and organizations to achieve their goals. Our mission is to deliver exceptional customer experiences, foster a culture of innovation, and drive growth through collaboration and excellence. As a member of our team, you will be part of a dynamic and supportive environment that values diversity, inclusion, and continuous learning. **Job Summary** As an Experienced Customer Care & Technical Support Representative, you will play a crucial role in delivering exceptional customer service and resolving technical issues through various support channels, including inbound phone calls, chat, email, and SMS. You will be responsible for assisting customers with technical issues related to K12-provided equipment, addressing start-up/log-in issues, hardware damage, and software viruses. You will also provide comprehensive support for the K12 suite of learning systems and business applications. **Key Responsibilities** * Provide expert troubleshooting for K12-provided equipment, 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. **Essential Functions** * Respond to technical issues related to K12 proprietary systems, hardware, and software and networking 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 to identify products/systems/hardware that are defective 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, documents, and assigns customer problems for resolution using support ticketing and CRM software. * Remain knowledgeable of K12's proprietary systems, various hardware product lines, 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 manufacturer. **Minimum Required Qualifications** * High School Diploma/GED and relevant work experience, OR * Minimum of 2 years' experience in a similar call center role **System Requirements** * Our work-from-home members are required to have and maintain reliable 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** * Physical requirements: sedentary work, fluent typing, listening, speaking, extensive reading, repetitive motions, and extended computer usage. * Thorough knowledge of home-based connectivity support. * Ability to work in a high call volume environment. * Strong telephone and email etiquette. * Strong verbal and written communication skills. * Own or have daily access to a smart device where Apps can be downloaded/accessed (i.e., phone, tablet). * Ability to maintain a professional home office without distraction during our hours of operation. * Attend virtual training via webcam. * Expertise in PC and Internet applications and use. * Ability to communicate with customers effectively through various communication channels, such as: phone, voicemail, email, chat, etc. * Proficiency in Microsoft Office (Outlook, Word, Excel, PowerPoint, etc.). * Proficiency in web-based applications (Salesforce experience a plus). * Consultative approach to customer service. * Strong problem-solving and analytical skills with a solutions-oriented approach. * Ability to work both independently and within a team-oriented environment. * Resilient and contributes to fostering positive team morale. * Ability to prioritize effectively and manage competing priorities to deliver and drive results. * Ability to own and execute projects. * Ability to respond appropriately to feedback and guidance. * Detail-oriented. * Expertise in Microsoft Windows 7, 8, 10, and XP Operating Systems. * High level of quality and accountability for work product. * Ability to clear the required background check. **Desired Qualifications** * Prior experience with K12/Stride. * Previous customer service work. * Salesforce Experience. **Work Environment** * This is a work-from-home (WFH) position and open to residents of the U.S. 50 states and D.C. * The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. **Compensation & Benefits** * blithequark considers a person's 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 when determining a new employee's salary level. Salaries will differ based on these factors, the position's level, and expected contribution, and the employee's benefit elections. * Offers will typically be in the bottom half of the range. We anticipate this position will be $16.50 per hour. This is a temporary/contractor role, and you will be an employee of Randstad. This salary is not guaranteed, as an individual's compensation can vary based on several factors. These factors include, but are not limited to, geographic location, experience, training, education, and local market conditions. Randstad offers a robust benefits package for eligible employees that can include health benefits, retirement contributions, and paid time off. **How to Apply** If you are a motivated and customer-focused individual who is passionate about delivering exceptional technical support and customer service, we encourage you to apply for this exciting opportunity. Please submit your application, including your resume and a cover letter, to [insert contact information]. We look forward to hearing from you!