Operations Support Specialist (Work from Home)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 moreTake 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 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: Experience 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 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 8:00 am - 8:00 pm 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 focusLocation: Fully Remote - Based in Valparaiso, Chile
About Nerdy: Nerdy (NYSE: NRDY), the parent company of Varsity Tutors, is a leading platform for live online learning, with a mission to transform the way people learn through technology. The Company's purpose-built proprietary platform leverages technology, including AI, to connect learners of all ages to experts, delivering superior value on both sides of the network. Nerdy's comprehensive learning destination provides learning experiences across 3,000+ subjects and multiple formats—including one-on-one instruction, small group classes, large format group classes, on-demand study support, and adaptive self-study. Nerdy's flagship business, Varsity Tutors, is one of the nation's largest platforms for live online tutoring and classes. Its solutions are available directly to students and consumers, as well as through schools and other institutions. Learn more about Nerdy at https://www.nerdy.com/.
Varsity Tutors Leadership Principles Relentless Focus on CustomersComfort with AmbiguityOwnershipSimplifyIntellectual CuriosityBuild TeamsThink BigInsist on High StandardsBias for ActionBuild TrustGo DeepHave ConvictionDeliver ResultsAre Right, a LotCompensation and Benefits: 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 cultureVarsity Tutors is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. (INDHP) Apply for this job* indicates a required field
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