Operations Support Specialist (Work From Home)

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 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

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 ($9.75/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