Private School Support Specialist (Contractor)

K12 Herndon , VA 20171

Posted 3 weeks ago

  • About us
  • K12 Produces Results
  • thinkTANK12

K12 believes in Education for Any One. We provide families an online option for a high-quality, personalized education experience. Students can thrive, find their passion, and learn in an environment that encourages discovery at their own pace. In support of this, we are committed to creating and maintaining a culture of inclusion and diversity where our employees are passionate about serving students and families, treat one another and customers with respect, challenge each other to innovate and always strive to do better.

The Private School Support Specialist is responsible for providing back office operational support for all K12 Private Schools. Including loading student courses, processing refund requests, and other administrative tasks while placing an emphasis on quality of service.

Essential Functions: Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties.

  • Proactively manage service case queues for school support requests in Salesforce CRM, with the ability to meet SLA's for timely case resolution;

  • Resolve routine account related requests such as cancellations, course extensions, reactivations, curriculum locks/unlocks, and various other tasks;

  • Responsible for loading courses to student accounts for timely access to course content;

  • Process tuition payments for returning Private School families;

  • Process eCommerce orders via K12 order management system;

  • Complete standard/routine projects with limited oversight;

  • Any other responsibilities as identified and assigned by manager and/or supervisor;

Supervisory Responsibilities:

This position has no formal supervisory responsibilities.

Minimum Required Qualifications:

  • High School Diploma or GED
  • 1(One)+ year(s) of directly relevant work experience externally or 6-12 months of relevant work experience with K12 in a similar position

Certificates and Licenses: None required.

Other Required Qualifications:

  • High level of attention to detail with focus on quality while working in a high-volume environment

  • Demonstrated ability to work independently in an effective and efficient manner

  • Excellent customer service skills and prior experience providing customer support

  • Excellent time management and organizational skills

  • Strong written and verbal communication skills

  • Ability to respond appropriately to feedback, mentoring and coaching Ability to effectively manage competing priorities in a deadline driven atmosphere, and demonstrate resilience

  • Microsoft Office (Outlook, Word, Excel, PowerPoint, Project, Visio, etc.); Web proficiency.

  • Flexible schedule with ability to work additional hours as needed

  • Ability to travel 10% of the time (minimal, if any)

  • Ability to pass required background check

Desired Qualifications:

  • Experience with Salesforce CRM, Totalview, Order Management System, and/or Five9 telephony system

  • Team-oriented

Work Environment: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • This is an office-based position. The noise level in the office is usually moderate (computers, printers, light foot traffic).

The above job is not intended to be an all-inclusive list of duties and standards of the position. Incumbents will follow any other instructions, and perform any other related duties, as assigned by their supervisor. All employment is "at-will" as governed by the law of the state where the employee works. It is further understood that the "at-will" nature of employment is one aspect of employment that cannot be changed except in writing and signed by an authorized officer.

K12 is a Federal Contractor, an Equal Opportunity/Affirmative Action Employer and a Drug-Free Workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected Veteran status age,, or genetics, or any other characteristic protected by law.

icon no score

See how you match
to the job

Find your dream job anywhere
with the LiveCareer app.
Mobile App Icon
Download the
LiveCareer app and find
your dream job anywhere
App Store Icon Google Play Icon
lc_ad

Boost your job search productivity with our
free Chrome Extension!

lc_apply_tool GET EXTENSION

Similar Jobs

Want to see jobs matched to your resume? Upload One Now! Remove
NOC Engineering Support Specialist Terrestrial Communications Sector

Peraton

Posted 2 days ago

VIEW JOBS 9/17/2020 12:00:00 AM 2020-12-16T00:00 We are seeking a Network Operations Engineering Support Specialist in Herndon, VA to support the Peraton Communications Sector. In this position, you will ensure that the Peraton Communications Sector's network and customers are monitored to pro-actively identify and prevent potential incidents. You will be responsible for ensuring that incidents are managed effectively through the execution of the established incident management process, with a focus on ticket management quality, and effective escalation and communications. The position will report to the Peraton Communications Sector's Network Operations Center Manager. The Peraton Communications Sector provides innovative, reliable communications solutions to the nation's most sensitive and mission-critical programs and systems. As a trusted provider of highly differentiated secure communications capabilities, the Peraton Communications Sector is a critical partner to the Intelligence Community, Department of Defense, and select federal agencies and commercial entities. What you will do… * Provide Tier I and II support of network issues, trouble calls and incidents. * Perform initial troubleshooting, diagnosis and capture of incident information. * Determine when Tier III resources are needed and if necessary, coordinate for action. * Oversee and track the maintenance schedule to ensure completion and minimize downtime. * Provide advice, training, and initial basic troubleshooting to end users. * Troubleshoot and configure network components along with implementing operating systems enhancements to improve reliability and performance. * Compile reports of outages, trends and analysis of pertinent health information of IT Systems. * Set up administrator and service accounts and maintain system documentation. * Monitor and report SolarWinds alarms, as well as alarms from the network Optical, TDM, and routers -- work with Engineering for corrective actions. * Perform routine and corrective maintenance on network elements. * Answer incoming phone calls and emails from customers. * Triage and troubleshoot complex networking, system, and application issues. This may include coordinating with third-party vendors, customer contacts, internal escalation teams or other resources within Peraton to reach a holistic solution to resolve network and customer specific issues as quickly as possible. * Be responsible for accurate incident ticket updates and timely communication during the life-cycle of the incident ticket, both internally and externally. * Work rotating shifts in a 24x7x365 environment, including weekends, holidays, and on-call shifts to maintain coverage as needed. You would be a great fit if you have... * A Bachelor's degree in Computer Science, Engineering, Information Technology, Cybersecurity, or related discipline with 5+ years of progressively relevant experience, or 11+ years of related experience without a degree * Knowledge of the principles, methods, and techniques used in network administration and support * 5+ years of experience in network operations environments supporting global IP networks * 5+ years of experience in troubleshooting and resolving issues with telecommunications circuits * 5+ years of experience managing incident tickets and the ability to work on multiple incident tickets simultaneously * Ability to obtain a DOD Security clearance, which requires US citizenship It would be even better if you have... * 5+ years of hands-on experience configuring and troubleshooting Cisco and Juniper routers and switches * 5+ years of hands-on experience with Cisco IOS and JunOS * 5+ years of experience with Multi-Protocol Label Switching (MPLS). * 5+ years of experience with routing protocol troubleshooting (BGP,IS-IS, OSPF, EIGRP, HSRP) * 5+ years of experience with Network Address Translation (NAT) * 5+ years of hands-on experience with ServiceNow or similar platform * 5+ years of hands-on experience with enterprise-grade incident ticket management systems * 5+ years of hands-on experience with SolarWinds or similar network management systems * 5+ years of hands-on experience with tools like Procomm, Juniper's proNX Service Manager (PSM) client, WaveStar CIT, LightRiver's netFLEX NMS/EMS, Monics, iDirect's iMonitor, Optimal Satcom's Complan, React, WhatsupGold * Certifications such as Cisco Certified Network Associate (Routing and Switching or Service Provider) or other Vendor Certifications like Juniper or Ciena * Certifications such as Certified Information Systems Security Professional (CISSP) from the International Information System Security Certification Consortium (ISC)² or Security+ certification from CompTIA * Basic understanding of MS SharePoint for dissemination of information * ITIL Fundamental certification * Experience with managing the pressure of a 24x7x365 fast-paced customer support environment * Knowledge of satellite and/or terrestrial communications products and services * Strong analytical and critical thinking skills, as well as oral and written communication skills * Ability to be a self-directed team player and to deliver tasks timely and efficiently, with a demonstrated ability to interact professionally with all levels of management SECURITY CLEARANCE This position requires you to be able to obtain and maintain a Secret security clearance. In order to obtain a clearance you need to be a US Citizen and show proof of citizenship. What you will get… * An immediately-vested 401(K) with employer matching * Rapid PTO accrual schedule with floating holidays * Comprehensive medical, dental, and vision coverage * Tuition assistance, financing, and refinancing * Paid maternity and paternity leave * Company-paid infertility treatments * Cross-training and professional development opportunities * The ability to influence major initiatives We are an Equal Opportunity/Affirmative Action Employer. We consider applicants without regard to race, color, religion, age, national origin, ancestry, ethnicity, gender, gender identity, gender expression, sexual orientation, marital status, veteran status, disability, genetic information, citizenship status, or membership in any other group protected by federal, state, or local law. Peraton Herndon VA

Private School Support Specialist (Contractor)

K12