About the Role
At Summit K12, we believe that every student can do well in school if instruction is tailored to their unique learning needs and they receive the encouragement to strive and achieve. Our learning programs provide teachers with the ability to differentiate instruction, monitor progress, and support learners in their journey toward success.

From English learners, multilingual students, bilingual students and dual language learners who are struggling to read or write, Summit K12’s online, standards-based supplemental curriculum will close gaps and ensure growth for all students.

The Customer Support Specialist (CSS) role serves as a specialist in a specific area of support needs of Summit K12 customers. This role will specialize in troubleshooting technical support requests, applying solutions whenever possible, clearly documenting the details of the issue, and escalating issues to the development team as needed.

The CSS will serve as a Subject Matter Expert in the area of technical support, handling technical issues that exceed the expertise of the core Customer Support Representative (CSR) team. When another member of the department encounters a technical issue that is beyond their level of expertise, they will escalate those tickets to this role to continue the investigation and to provide a resolution. Where applicable, this role will employ advanced technical issue solutions directly and if unable to do so, will thoroughly document the issue in a ticket for the Product and Development teams to resolve.

In addition to an expertise in technical support, this position will assist with general support and onboarding through use of the product for admins, teachers, and students throughout the school year as needed. The CSS will work directly with administrators to onboard Teachers and Students into the Summit K12 online curriculum. Once users have access to their online classes, the CSS will continue to provide email and phone support to Teachers and Admins throughout the school year to ensure that they are able to get the most value from the program for their students. 

This position also will partake in projects throughout the year geared toward improving the overall user experience of customers, the internal team processes, and their own skills sets for their career development.

Daily Processes    

• Take priority on support requests and projects within their area of specialty.    
• Assist Customer Support Representatives on support requests and projects within their area of specialty.    
• Ensure that the Customer Support team has access to all necessary knowledge and resources within their area of specialty.    
• Set up new accounts utilizing a mixture of technologies, including but not limited to a Learning Management System (LMS), CSV files, and Google Suite products    
• Provide excellent and prompt customer support through phone calls and emails to ensure successful product implementation    
• Collaborate with the Inside and Outside Sales and Account Management teams to create a seamless and smooth transition for customers from purchase order to user login    
• Assist various District and School departments and staff through phone, email, and video calls    
• Maintain strict security standards related to managing student personal identifying information    
• Serve as the Voice of the Customer internally at Summit K12 to raise issues and feature requests on behalf of our customers    

Key Responsibilities    

• Subject Matter Expertise: Develop and maintain subject matter expertise in the area of Technical Support to act as a primary resource for customers and coworkers on issues in that field.    
• ​​​​​​Specialized Knowledge Record Keeping: Spearhead developing and maintaining Knowledge records on technical support for both customer facing support articles as well as internal Standard Operating Procedures.    
• User Support: Be the first point of contact for our users, delivering timely and professional support through email and phone.    
• Technical Issue Resolution: Assist users in diagnosing and resolving technical issues, offering guidance on using our products effectively.    
• Problem Solving: Troubleshoot and identify solutions for technical problems, working in collaboration with Product and Development teams as needed.    
• Customer Record Keeping: Maintain accurate and organized records of user interactions, inquiries, and solutions in Support tickets and Sales records.    
• Onboarding: Manage user onboarding through manual processes, coordination with customers, and setting up roster integrations.    
• Team Collaboration: Coordinate with other members of the Customer Support team to support one another in assisting customers.    
• Product Knowledge: Stay up-to-date with general Product updates provide informed support to users.    
• Knowledge Record Keeping: Help develop and maintain general Knowledge records for both customer facing support articles as well as internal Standard Operating Procedures.    
• Feedback and Improvement: Identify opportunities for process enhancements and suggest platform improvements based on user feedback.    
• Development Projects: Work on projects to continuously develop products, records, internal resources, and personal skills.

Qualifications    

• Education: Bachelor's degree in Education, MIS, Computer Science, Technology, or related field
• Experience: Previous experience in Customer Support in Education Technology including experience in the area of technical support (3 year minimum) and either 2 years minimum of classroom teaching experience or a minimum of 5 years total of customer support.
• Customer Communication: Ability to communicate professionally, persuasively, and confidently over the phone, in email, and in person including soft skills for managing interactions with frustrated or stressed customers and the ability to explain technical concepts to non-technical users.
• Technical Communication: Ability to communicate clearly and effectively on technical incident tickets to the Product and Development team to ensure optimal and efficient resolution of technical issues. Experience with Jira or a comparable ticketing system is required.
• Problem-Solving: Exceptional problem-solving abilities and a commitment to delivering top-tier customer support.
• Productivity Tools: Proficiency with using and learning new online tools and technology, including, but not limited to, Google Suite, Spreadsheets, Slack, and Zoom
• Ed-Tech Tools: Familiarity with Educational Technology is preferred including but not limited to Learning Management Systems (LMSs), roster sharing services such as ClassLink and Clever, OneRoster, and Student Information Systems (SIS's)
• Team Player: Ability to work both independently and collaboratively within a team
• Attention to Detail: Strong organizational skills and attention to detail

Location
This role is based out of the Summit K12 office in Austin, Texas, and requires a hybrid in-office schedule.

Salary
$60,000 - $75,000 Annually
Bonus Up to 10% of Salary Annually

Benefits
Health, Dental, and Vision Insurance; 401K