Varsity Tutors is building a global on-demand expert network and is on a mission to help people learn by seamlessly connecting experts and learners in any subject, anywhere, anytime. The Operations Support Specialist supports tutors, solves technical issues, monitors sessions, and evaluates quality and adherence. We are looking for candidates with an interest in working in a fast-paced, mission-driven environment call center. The ideal candidate easily adapts to the needs of the organization, is a problem solver and self-starter, and has a passion for fulfilling our company's mission of helping people learn.Responsibilities: may include some or all of the following tasks; Provide Customer Support to Contracted Tutors Account SetupSpecific Student Opportunities or AssignmentsTutoring ProductsTechnical IssuesScheduling ConflictsPayment and PayrollAnd more Provide guidance and assistance to tutors about:Take inbound inquiries over phone, chat, and email and even on video in our learning platformComplete 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 studentsAssist customers and tutors in realtime on chat and video with technical issuesFollow up via email, phone, chat, or video with customers and tutors that submit technical issues via emailFollow 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 alternativesMeasure 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 proficiencyExperience in a customer service center, taking inbound calls, chats, emails, or workloadsExperience with Google documentsProfessional experience in recruiting, education, customer service, retail, or another fast-paced environment preferred or a bachelor's degree Experience with technical support preferredStrong analytical and problem-solving skills Comfortable performing all job responsibilities on a laptop or computerAble to perform basic technical troubleshooting with work equipmentHighly adaptable to change and thrives in a fast-paced environmentSelf-starter with exceptional attention to detailExcellent 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 InternetA quiet work environment that promotes focus Location: Fully Remote - Based in Concepcion, ChileAbout Nerdy: Varsity Tutors Leadership PrinciplesRelentless 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 LotBenefits: Competitive Hourly Rate ($9.50/hr USD)Full-Time Position (40 hours per week)Fully Remote PositionA 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
