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Customer Service Representative

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Upwork

Feb 24, 2025

Applications are closed

  • Job
    Full-time
    Junior Level
  • Customer Relations
    IT & Cybersecurity
  • United Kingdom, +15
    Remote

Requirements

  • 1 year of experience in a call center environment providing customer or technical support required.
  • High School Diploma or equivalent (a BS/BA or MS/MA degree is a plus).
  • Strong verbal and written communication skills, including professional telephone and email etiquette.
  • Familiarity with web-based tools, platforms, and virtual education systems.
  • Proficiency in Microsoft Office Suite (Outlook, Word, Excel, PowerPoint).
  • Experience in Microsoft Windows 7, 8, 10, and XP operating systems.
  • Experience with PC and internet applications, including connectivity troubleshooting.
  • Ability to diagnose and resolve hardware/software issues effectively.
  • Availability for flexible scheduling, including weekends, holidays, and overtime as needed.

Responsibilities

  • Provide expert troubleshooting for K12 provided hardware, including desktops, laptops, monitors, and printers, as well as resolving issues related to software, start up, log in, and viruses.
  • Respond to technical issues involving K12 proprietary systems, applications, and network connectivity, offering clear and concise resolutions.
  • Diagnose and resolve customer inquiries related to the installation, operation, configuration, and usage of assigned hardware and software.
  • Deliver outstanding customer service across all support channels (phone, chat, email, SMS) to ensure a positive experience for parents and students.
  • Educate customers within established procedural guidelines to provide complete and effective solutions for their technical or service related questions.
  • Maintain professionalism, empathy, and patience when handling challenging customer interactions.
  • Accurately document customer problems and resolutions using the company’s CRM system.
  • Escalate unresolved technical issues to Tiered Support teams or hardware manufacturers with urgency and precision.
  • Process orders and replacements for materials and computer equipment efficiently while adhering to company guidelines.
  • Stay updated on K12 proprietary systems, hardware products, and current industry technologies to maintain a high level of technical expertise.
  • Actively participate in team meetings, training sessions, and virtual huddles to ensure knowledge sharing and continuous skill development.

FAQs

What is the pay rate for the Customer Service Representative position?

The pay rate for the Customer Service Representative position is $19.00 per hour.

What are the primary responsibilities of this role?

The primary responsibilities include providing technical support and troubleshooting for K12 hardware and software, delivering outstanding customer service across multiple channels, accurately documenting customer interactions, and escalating unresolved issues.

What qualifications are required for this position?

A minimum of 1 year of experience in a call center environment providing customer or technical support is required, along with a High School Diploma or equivalent. A BS/BA or MS/MA degree is considered a plus.

Is experience with Microsoft Office Suite necessary for this job?

Yes, proficiency in Microsoft Office Suite (Outlook, Word, Excel, PowerPoint) is required for this role.

What kind of technical knowledge is expected from candidates?

Candidates are expected to have experience with Microsoft Windows operating systems (7, 8, 10, and XP), ability to diagnose and resolve hardware/software issues, and experience with PC and internet applications, including connectivity troubleshooting.

Are there flexible scheduling options available for this position?

Yes, candidates should be available for flexible scheduling, including weekends, holidays, and overtime as needed.

How can I communicate with customers in this role?

You will engage with customers through multiple channels, including phone, chat, email, and SMS.

Will there be opportunities for training and skill development?

Yes, successful candidates will actively participate in team meetings, training sessions, and virtual huddles to ensure knowledge sharing and continuous skill development.

Are there any benefits offered for this position?

Yes, successful candidates will be employed by an Employer of Record and will receive legally required benefits.

Can I apply if I do not have a college degree?

Yes, you can apply as long as you have a High School Diploma or equivalent and meet the other experience requirements.

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Upwork

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Technology
Industry
501-1000
Employees
2015
Founded Year

Mission & Purpose

Upwork is a global freelancing platform that connects businesses with independent professionals across various fields, including writing, design, programming, and marketing. The company's ultimate mission is to create economic opportunities for individuals by providing a flexible and scalable platform where freelancers and businesses can collaborate effectively. Upwork's purpose is to empower a diverse workforce by facilitating remote work, allowing professionals to find projects that match their skills and interests while enabling companies to access a broad talent pool and manage projects efficiently.