Job Description The Customer Care and Technical Support Representative, Level 1 will be responsible for resolving technical issues and providing excellent customer service presented to the company through our support channels - phone, web, chat and email. Resolves issues and problems that are reported directly by the customers (parents and students) and is also responsible for escalating issues that were not resolvable by workflows to the appropriate Tiered support team with urgency. Issues that will be resolved include, but may not be limited to: technical assistance with the use of K12-provided equipment (desktops/laptops/monitors/printers), such as troubleshooting start-up/log-in issues, hardware damage, and software viruses; general application support with the K12 suite of learning systems and business applications; ordering/replacing materials and computer equipment. Certificates and Licenses: none required Residency Requirements: Remote Worker, U.S. residents of the 50 states, and D.C. NOTE: We anticipate this position will pay $16.50 per hour. This is a temporary/contractor role, and you will be an employee of Randstad. The Customer Care and Technical Support Representative, Level 1 will be responsible for resolving technical issues and providing excellent customer service presented to the company through our support channels - phone, web, chat and email. Resolves issues and problems that are reported directly by the customers (parents and students) and is also responsible for escalating issues that were not resolvable by workflows to the appropriate Tiered support team with urgency. Issues that will be resolved include, but may not be limited to: technical assistance with the use of K12-provided equipment (desktops/laptops/monitors/printers), such as troubleshooting start-up/log-in issues, hardware damage, and software viruses; general application support with the K12 suite of learning systems and business applications; ordering/replacing materials and computer equipment. Over 20 years ago, Stride was founded to provide personalized learning - powered by technology. We reached students where they were in their own journeys. We knocked down their barriers to great education. And we gave every learner equal opportunity to succeed - however they defined success. Stride innovated the learning experience with online and blended learning that prepared them for their lives ahead. Stride is a community of passionate leaders. Whether teachers, engineers, curriculum writers, or financial managers - whatever your expertise or role, we all work to empower futures through learning. And changing the trajectory of learning itself is one of our greatest missions. Join us in developing more effective ways to learn and helping learners build the skills and confidence they need to make their way forward in life. ESSENTIAL FUNCTIONS: Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties. * Respond to technical issues related to K12 proprietary systems, hardware, and software and networking both in written word and orally via telephone. * Assist customers by diagnosing problems and providing resolutions for technical and service issues using troubleshooting techniques and tools to identify products/systems/hardware that are defective and follow guidelines in issuing service or replacements. * Advise / educate customers within procedural guidelines to ensure a complete solution to their technical or service questions. * Answer questions about installation, operation, configuration and usage of assigned equipment, documents and assigns customer problems for resolution using support ticketing and CRM software. * Remain knowledgeable of K12's proprietary systems, various hardware product lines, current industry products and technologies. * Escalate more complex issues with proprietary systems to next tiered support team with urgency and/or escalate more complex hardware equipment issu