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Operations Support Specialist

hace 2 semanas

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**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