Customer Support Specialist

Position Details

• Position: Customer Support Specialist
• Reporting Manager : Supervisor, Support Services
• Status : Hourly, Non-Exempt
• Type : Regular, Full-Time (12 Months)
• Program : Stellar Virtual (Corporate)
• Role Type : Entry to Mid-Level Support Role (Hourly/Non-Exempt)

Overview
As a Customer Support Specialist, this position plays a vital role in providing exceptional technical and operational support directly to our students and their families. In this role, you will be responsible for responding to family inquiries promptly and accurately, escalating complex issues to the appropriate personnel, and resolving parent and student concerns efficiently to ensure a seamless experience.

• Front-Line Family Support : Actively respond to student and family inquiries via the Stellar Virtual Support platform, email, phone, and text. Serve as the primary contact for questions regarding major initiatives like enrollment, attendance, curriculum, testing, and grades.
• Technical Troubleshooting : Perform remote diagnostics and repair software or hardware failures (Chromebooks, PCs, Macs) for students, families, and staff to minimize educational downtime.
• Issue Routing & Escalation : Triage, direct, and escalate complex academic or technical concerns to the appropriate school personnel. Serve as a point of escalation for other support specialists.
• Proactive Resources & Training : Develop and maintain FAQs, templates, and user guides to help families and staff easily navigate school technology. Mentor and train fellow support specialists and school staff.
• Systems Administration : Manage the onboarding, offboarding, and remote device configuration for employees so they are fully equipped to assist students.
• Data & Inventory Management: Maintain accurate support request logs and hardware inventory. Assist with basic data integrations across school systems (SIS, LMS, CRM) to streamline operations.
• Continuous Improvement : Maintain a comprehensive understanding of Stellar Virtual programs and policies, actively collaborating with team members to improve support workflows and the overall student experience.

Knowledge, Skills & Attributes

• A minimum of 3 years in a support, helpdesk, or family-facing capacity in a school-based environment.
• Basic knowledge of SQL for writing report queries is a plus (but not required).
• Knowledge and comfort with evolving online technologies that support a virtual learning environment, including Google Workspace and Google Apps for Education.
• Exceptional problem-solving and conflict-resolution abilities when working with frustrated or confused users.
• Student- and family-centric mindset with a deep passion for delivering exceptional support.
• Proven experience working independently with minimal supervision, including the ability to manage a digital task list and maintain a stable remote (home-office) infrastructure.
  Minimum of 1–2 years of experience using the Google Workspace suite (Docs, Sheets, Slides, Drive) in a professional or academic setting.
• Demonstrated ability to communicate complex ideas via written channels (Email, Google Chat, and Document Comments) with high clarity and low ambiguity.
• Access to a private, secure, high-speed internet connection with a minimum of 25 Mbps download and 10 Mbps upload speeds.

Education & Certification Requirements

• A minimum of a high school diploma or equivalent (GED) is required.
• A bachelor's degree in a relevant field is strongly preferred. Significant experience and proven ability in a related support position or industry will substitute for a four-year degree.
• Certifications in IT, Computer Diagnostics/Repair, and Network Diagnostics/Repair are preferred.

Benefits & Incentives (Full-Time Only)

• Competitive vacation and paid time off plans
• Comprehensive medical (HMO, HDHP, and PPO), dental, and vision plans with varying coverage for employees and their families, with options available in all states, including a high-deductible health plan (HDHP) option.
• 401(k) retirement plan (pre- and post-tax options) with matching contribution up to 3% after one year of employment
• Additional supplemental disability, life, critical illness, hospital indemnity, accident, legal aid, and ID theft protection plans
• Flexible Spending Account (FSA) or Health Savings Account (HSA)
• 11 Company-paid Holidays

Employment "At-Will" Statement : For W-2 employment, Stellar Virtual is an at-will employer. This means the employee and Stellar Virtual can terminate the employment at any time, with or without cause or notice, as legally permitted. This job description does not guarantee continued employment or a contract. All 1099 status is excluded.

Equal Employment Opportunity (EEO) : Stellar Virtual is an equal opportunity employer committed to diversity and inclusion. All qualified applicants are considered for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.