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Technical Support Specialist

Detroit, MI | Full Time | Remote
14 Days Ago

Job Description

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, 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/. The company publicly listed on the New York Stock Exchange on September 21, 2021.

We succeed thanks to a diverse mix of talented people who want to come, to stay, and do their best work. If you love learning, technology, and making a true impact, you’re going to love working here!

About the Job:
 
We are looking for a Technical Support Specialist (TSS) to join our team. The TSS is responsible for helping users resolve technical issues that impact their ability to use our Live Learning Platform. The role requires both technical knowledge and a passion for customer satisfaction, as the TSS will be working with internal and external customers. It is an essential element to our client experience.
 
Qualifications:
  • Have at least 2 years of college/university level classes in Business, Computer Science or related field OR have at least three years in a customer service or technical support role
  • Be able to explain technical things to people who may not be very technical
  • Have great customer service skills and a genuine desire to help
  • Know something about any or all of the following: Windows 8 or higher, MacOS El Capitan or higher, internet browsers, internet connectivity, iOS, and Android. Linux experience is a plus!
  • Comfortable providing support through a variety of media including video chat, phone, email and text-based chat.
  • Be able to do their best work independently and within established guidelines and procedures
  • Learn quickly, think on their feet and adapt to changing workloads and priorities
  • Establish good working relationships with other employees at all levels
  • Be available to work an assigned schedule that includes one weekend shift, evenings, holidays and some overtime.
  • Be on time and have an excellent attendance record
  • Be able to handle confidential (and sometimes sensitive) information with discretion and maturity
Responsibilities:
  • Provides amazing customer service while resolving a variety of technical issues related to our platform, mobile apps and internal tools
  • Records detailed notes about every issue they handle
  • Points clients, tutors and students in the right direction for those questions and requests best answered by another team
  • Reports bugs and other programming related issues to the development team
  • Answers some non-technical policy related questions or can direct the inquiry to the right team for resolution
  • May serve as an escalation point if a senior representative, team lead or manager is not available
  • Isn’t afraid to engage senior reps or managers when the request pattern points to bigger issues or if an issue isn’t getting the attention it deserves
  • Has great ideas to share to the benefit of the team as well as clients, tutors, students and fellow employees
  • Applies skills and job knowledge
  • Adapts procedures to meet specialized needs
If this sounds like you and you want to join a high-growth tech company that is changing the way people learn, HURRY UP AND APPLY! We want to talk to you!
 
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/Culture:
  • Starting annual compensation of $40,000
  • Healthcare Plans (Medical, Dental, Vision, Life)
  • 401k Company Matching Plan
  • Nerdy Inc. equity grants
  • PTO, Paid Holidays, Floating Holiday (for your birthday!)
  • VTO (“volunteer time off” to do community service/charity work)
  • 52 hours of Free Learning Sessions per year for you or immediate family members
  • Fun, collaborative, and team-oriented work environment with plenty of training and a feedback rich culture

Varsity 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)

Company Overview

  • Website varsitytutors.com
  • Headquarters SAINT LOUIS, MO
  • Size 3,000 - 7,500
  • Founded 2007
  • Type Private
  • CEO CHUCK COHN
  • Revenue $200M - $500M
  • Industry Edu., Gov't. & Nonprofit
  • About varsity tutors
  • Varsity Tutors is a live learning platform that connects students with expert tutors for test preparations.

Skills for Technical Support Specialist

The job skills required for Technical Support Specialist include Technical Support, Customer Service, Leadership, Linux etc. Having related job skills and expertise will give you an advantage when applying to be a Technical Support Specialist. That makes you unique and can impact how much salary you can get paid. Below are job openings related to skills required by Technical Support Specialist. Select any job title you are interested in and start to search job requirements.

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Career Path for Technical Support Specialist

The following is the career advancement route for Technical Support Specialist positions, which can be used as a reference in future career path planning. As a Technical Support Specialist, it can be promoted into senior positions as a Technical Support Manager that are expected to handle more key tasks, people in this role will get a higher salary paid than an ordinary Technical Support Specialist. You can explore the career advancement for a Technical Support Specialist below and select your interested title to get hiring information.

How to Become a Technical Support Specialist

If you are interested in becoming a Technical Support Specialist, you need to understand the job requirements and the detailed related responsibilities. Of course, a good educational background and an applicable major will also help in job hunting. Below are some tips on how to become a Technical Support Specialist for your reference.

Step 1 Understand the job description and responsibilities of a Technical Support Specialist

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Step 2 Knowing the best tips for becoming a Technical Support Specialist can help you explore the needs of the position and prepare for the job-related knowledge well ahead of time.

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