Operations Support Specialist

Summary

Join Varsity Tutors as an Operations Support Specialist and contribute to our mission of connecting experts and learners globally. You will provide comprehensive support to tutors, addressing technical issues, monitoring sessions, and ensuring quality. This fast-paced, remote role requires strong problem-solving skills and adaptability. Responsibilities include providing customer support, resolving technical issues, monitoring sessions, and handling complaints. The ideal candidate possesses customer service experience, technical troubleshooting abilities, and excellent communication skills. This fully remote position offers a competitive hourly rate and a collaborative work environment.

Requirements

• Level B2 English proficiency
• Experience in a customer service center, taking inbound calls, chats, emails, or workloads
• Experience with Google documents
• 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
• 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

Preferred Qualifications

• 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

Benefits

• Competitive Hourly Rate ($9.50/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