Customer Support Representative

Summit K12; Austin (TX); On-site; USD 36,000 - 45,000; Full time

Benefits offered by this job

Medical, dental, vision insurance

401(k) retirement plan

Paid Time Off (PTO)

10 holidays + 1 floating holiday

Wellness resources

Job summary

Summit K12 seeks a Customer Support Representative in Austin, TX to serve as the first point of contact for district administrators and end-users of the Summit K12 curriculum. You will onboard new users, guide them on platform usage, and handle inquiries via email, phone, and tickets with professional communication.

Ideal candidates are organized, service-oriented, and able to clearly explain solutions. This role reports to the Customer Support Team Lead and offers full-time employment in a

Qualifications

• Strong verbal and written communication skills.
• Comfortable providing phone-based support.
• Attention to detail in handling inquiries and data.
• Ability to manage periods of high-volume workload.

Responsibilities

• Provide prompt, clear, and professional support via email, phone, and tickets.
• Assist customers with initial onboarding and account setup.
• Troubleshoot and resolve basic product issues using internal resources.
• Escalate complex issues to the escalations team with proper context.
• Document all customer interactions and resolutions in the support system.
• Contribute feedback to improve support resources and experiences.
• Collaborate with team members to ensure consistent coverage.
• Coordinate with Sales, Account Management, PD and Product teams for seamless transitions from purchase to usage.

Skills

Communication

Phone Support

Attention to Detail

Time Management

Tools

Google Workspace

Salesforce

Job description

Customer Support Representative

Department: Operations

Employment Type: Full Time

Location: Austin, TX

Reporting To: Customer Support Team Lead

Compensation: $26.44 - $32.69 / hour

Description

The Customer Support Representative serves as the first point of contact for customers seeking assistance. This role works directly with district administrators to proactively onboard teachers and students into the Summit K12 online curriculum. Additionally, the Customer Support Representative is responsible for responding to inbound customer inquiries via email, phone, and ticketing system, providing guidance on using the Summit K12 platform, and assisting with routine troubleshooting.

The ideal candidate is organized, service-oriented, and capable of communicating solutions clearly and professionally over the phone and in writing.

Key Responsibilities

1. Provide prompt, clear, and professional support via email, phone, and support tickets.
2. Assist customers with initial onboarding, account setup, and how-to guidance.
3. Troubleshoot and resolve basic product issues using internal resources and documentation.
4. Escalate complex technical issues to the escalations team when necessary, with appropriate context and documentation.
5. Accurately track and document all customer interactions and issue resolutions in the support system.
6. Contribute feedback to improve support resources and customer experience.
7. Collaborate with team members to ensure comprehensive and consistent support coverage.
8. Collaborate with Sales, Account Management, Professional Development and Product teams to ensure a seamless transition from purchase to product usage.

Skills, Knowledge and Expertise

BASIC QUALIFICATIONS:

1. Strong verbal and written communication skills
2. Comfortable providing phone-based support
3. Proven attention to detail
4. Able to manage periods of high-volume workload

ADVANCED QUALIFICATIONS:

1. 1+ years experience in a customer support, helpdesk, or call center environment
2. Familiarity with educational environments or school district systems is a plus
3. Experience with Google Workspace
4. Experience with Salesforce or similar CRM
5. Familiarity with student data privacy standards and secure data handling

Benefits

At Summit K12, we are committed to pay transparency and equitable compensation practices. The posted salary range reflects the scope of the role and current market benchmarks. Final compensation will be based on a variety of factors, including, but not limited to, your experience, skills, and qualifications. All offers are made with consideration for the individual candidate’s background and the needs of the role.

We also offer a comprehensive benefits package. Highlights include:

• Medical, dental, and vision insurance with multiple plan options
• Company-paid short-term disability, long-term disability, and life insurance
• 401(k) retirement plan
• Paid Time Off (PTO) program
• 10 paid holidays plus 1 floating holiday annually
• Wellness resources and support programs

Summit K12 is an equal opportunity employer. We are committed to providing equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, genetic information, veteran status, or any other characteristic protected by federal, state, or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.