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 Knowledge Management for both the customer facing Help Center Knowledge Base Articles (KBAs) as well as maintaining internal Standard Operating Procedure documentation (SOPs) for the department.

This role will be primarily responsible for coordinating the maintenance, updates, and expansion of the Knowledge Bases (KBAs and SOPs) with support from the rest of the Customer Support department. In off-peak support seasons, they will coordinate and coach the rest of the department in the maintenance and expansion of the knowledge bases. This would include maintaining the documentation for how KBAs and SOPs should be authored (style guide, etc).

During peak support season, this role will continue working on these goals without the rest of the department and will assist other Customer Support Representatives and Customer Support Specialists on basic support requests as needed. 

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    

•  Author, edit, review, and publish KBAs and SOPs
• Coordinate other department members on authoring, editing, and reviewing KBAs and SOPs
• Assess the current state of the Help Center KB and SOP documentation on a regular cadence to ensure that all remain up to date
• Coordinate with the Product team to stay current on all new Product updates to roll out updates to KBAs in time with Product releases
• Assist Customer Support Representatives on support requests and projects 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 email to ensure successful product implementation
• 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 Knowledge Management 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 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 and 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, Technical Writing, MIS, Computer Science, Technology, or related field
• Experience: Previous experience in Customer Support in Education Technology including experience in the area of knowledge management (1 year minimum) and either 2 years minimum of classroom teaching experience or a minimum of 3 years total of customer support.
• ​​​​​​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.
• 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