**Responsibilities**: may include some or all of the following tasks;- 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:- 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 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**Qualifications**:- Level B2 English proficiency- 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 per week), including some nights and weekends- Reliable WiFi connection (a download speed of at least 10Mbps)- A quiet work environment that promotes focus**Location**: Fully Remote - Based in Costa Rica**About Nerdy**:**Varsity Tutors Leadership Principles**Relentless Focus on Customers- Comfort with Ambiguity- Ownership- Simplify- Intellectual Curiosity- Build Teams- Think Big- Insist on High Standards- Bias for Action- Build Trust- Go Deep- Have Conviction- Deliver Results- Are Right, a Lot**Benefits**:- Competitive Hourly Rate- 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
