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Customer Support Representative

Description

The Customer Support Representative serves as the first point of contact for customers seeking assistance. This role works directly with district administrators to proactively onboard teachers and students into the Summit K12 online curriculum. Additionally, the Customer Support Representative is responsible for responding to inbound customer inquiries via email, phone, and ticketing system, providing guidance on using the Summit K12 platform, and assisting with routine troubleshooting.

The ideal candidate is organized, service-oriented, and capable of communicating solutions clearly and professionally over the phone and in writing.

Key Responsibilities

Provide prompt, clear, and professional support via email, phone, and support tickets.

Assist customers with initial onboarding, account setup, and how-to guidance.

Troubleshoot and resolve basic product issues using internal resources and documentation.

Escalate complex technical issues to the escalations team when necessary, with appropriate context and documentation.

Accurately track and document all customer interactions and issue resolutions in the support system.

Contribute feedback to improve support resources and customer experience.

Collaborate with team members to ensure comprehensive and consistent support coverage.

Collaborate with Sales, Account Management, Professional Development and Product teams to ensure a seamless transition from purchase to product usage.

Skills, Knowledge and Expertise

BASIC QUALIFICATIONS:

Strong verbal and written communication skills

Comfortable providing phone-based support

Proven attention to detail

Able to manage periods of high-volume workload

ADVANCED QUALIFICATIONS:

1+ years experience in a customer support, helpdesk, or call center environment

Familiarity with educational environments or school district systems is a plus

Experience with Google Workspace

Experience with Salesforce or similar CRM

Familiarity with student data privacy standards and secure data handling

Benefits

At Summit K12, we are committed to pay transparency and equitable compensation practices. The posted salary range reflects the scope of the role and current market benchmarks. Final compensation will be based on a variety of factors, including, but not limited to, your experience, skills, and qualifications. All offers are made with consideration for the individual candidate’s background and the needs of the role.

We also offer a comprehensive benefits package. Highlights include:

Medical, dental, and vision insurance with multiple plan options
Company-paid short-term disability, long-term disability, and life insurance
401(k) retirement plan
Paid Time Off (PTO) program
10 paid holidays plus 1 floating holiday annually
Wellness resources and support programs

Summit K12 is an equal opportunity employer. We are committed to providing equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, genetic information, veteran status, or any other characteristic protected by federal, state, or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

About Summit K12

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.

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