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:Provide Customer Support to Contracted TutorsAccount SetupSpecific Student Opportunities or AssignmentsTutoring ProductsTechnical IssuesScheduling ConflictsPayment and PayrollAnd moreProvide 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 StudentsAssist customers and tutors in real-time 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 cannot be resolved immediatelySupport and Audit Tutoring SessionsMonitor live online classesAssist instructors on starting and ending class sessionsProvide Insights for School System PartnersHandle complaints, provide appropriate solutions and alternativesMeasure quality inputs, such as compliance to client-defined requirements, tutor preparedness, and platform ease of useAddress defects that require intervention on behalf of our clients, such as replacing tutors when necessary and escalating issues that prevent student learningQualifications: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 degreeExperience with technical support preferredStrong analytical and problem-solving skillsComfortable 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 skillsAbility to work independentlyAbility to multitask in a dynamic environment where priorities change quicklyWillingness and ability to quickly learn business practices, policies, and proceduresAbility 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)
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