Varsity Tutors, a Nerdy Company is hiring a
Operations Support Specialist

Summary

Join Varsity Tutors as an Operations Support Specialist and support tutors, solve technical issues, monitor sessions, and evaluate quality and adherence in a fast-paced, mission-driven environment call center.

Requirements

• Level B2 English proficiency
• Experience in a customer service center, taking inbound calls, chats, emails, or workloads
• Experience with Google documents
• Professional experience in recruiting, education, customer service, retail, or another fast-paced environment preferred or a bachelor's degree
• Experience with technical support preferred
• Strong analytical and problem-solving skills
• Comfortable performing all job responsibilities on a laptop or computer
• Able to perform basic technical troubleshooting with work equipment
• Highly adaptable to change and thrives in a fast-paced environment
• Self-starter with exceptional attention to detail
• Excellent time management and organizational skills. Ability to work independently
• Ability to multitask in a dynamic environment where priorities change quickly
• Willingness and ability to quickly learn business practices, policies and procedures
• Ability to work full-time 40 hours a week, with at least 1 evening and 1 weekend day required based on available shifts (shifts to be adjusted seasonally based on demand if needed). Operating day is from 8:00am - 8:00pm CDT
• High-speed Internet access (25 Mbps download, 10 Mbps upload) via wired ethernet connection; no Wi-Fi, Satellite or Cellular Hotspot or Cellular Internet
• A quiet work environment that promotes focus

Responsibilities

• Provide Customer Support to Contracted Tutors
• Account Setup
• Specific Student Opportunities or Assignments
• Tutoring Products
• Technical Issues
• Scheduling Conflicts
• Payment and Payroll
• And more
• Provide guidance and assistance to tutors about
• Take inbound inquiries over phone, chat, and email and even on video in our learning platform
• Complete workloads related to tutor support such as account updates, account reviews, document reviews, subject assessments, etc
• Resolve Technical Issues for both Instructors and Students
• Resolve technical issues for both instructors and students
• Assist customers and tutors in realtime on chat and video with technical issues
• Follow up via email, phone, chat, or video with customers and tutors that submit technical issues via email
• Follow process to submit to engineering if the issue can not be resolved immediately
• Support and Audit Tutoring Sessions
• Monitor live online classes
• Assist instructors on starting and ending class sessions
• Provide Insights for School System Partners
• Handle complaints, provide appropriate solutions and alternatives
• Measure quality inputs, such as compliance to client-defined requirements, tutor preparedness, and platform ease of use
• Address defects that require intervention on behalf of our clients, such as replacing tutors when necessary and escalating issues that prevent student learning

Benefits

• Competitive Hourly Rate ($9.75/hr USD)
• Full-Time Position (40 hours per week)
• Fully Remote Position
• A once-in-a-lifetime opportunity to help transform how the world learns!
• A fun, collaborative, and team-oriented work environment with plenty of training and a feedback-rich culture