Customer Support Subject Specialists play a crucial role in our educational support system. Specialists assist students with course content-related questions in specifically assigned subjects. During the Fall and Spring semesters, their expertise is valuable for curriculum development and quality control tasks, supporting department teachers with grading tasks and providing coverage as needed. The position demands a comprehensive knowledge of the assigned subject area(s) and a thorough familiarity with SVHS courses. Successful specialists demonstrate meticulous attention to detail, exemplary communication skills, and maintain a consistently positive and helpful attitude. While subject expertise is central to the role, these specialists are also integral members of the broader Customer Support team. In this capacity, they are expected to handle various general customer support duties, including answering phone calls, responding to chat messages, and addressing email inquiries. This multifaceted role requires individuals who can seamlessly blend subject matter expertise with general customer service skills to meet the diverse needs of our students and organization effectively. During the Summer semester, from May to August, the primary focus will be customer support. 

Responsibilities 

Subject Matter Expert Duties: 

Curriculum:

• Work with the Curriculum Development team to build new courses, review, edit, and refine Social Studies and English course content to align with academic standards and company guidelines, proofread questions and verify answers, and provide general feedback. Assist with grading student assignments, providing detailed feedback, and answering customer/student questions related to curriculum content. 

Course Quality Improvement:

• Report course-related issues to department heads, core teachers, or quality control. Collaborate with Quality Control to identify and resolve course problems. Assist QA in fixing broken links within courses.

Departmental Representation:

• Attend department meetings in the area of subject expertise. Represent the Customer Support department in these meetings, as well as provide customer insights and feedback.

Ticket Management:

• Respond to assigned tickets within your area of expertise. Identify recurring themes and create appropriate canned responses.

General Customer Support Duties:  Direct Customer Interaction:

• Answer incoming phone calls. Respond to customer chat and email messages.

Ticket Support:

• After completing assigned tickets, assist with unassigned tickets in the general pool.

Issue Escalation:

• Report any concerning issues from tickets to the Director of Customer Support.

Expectations:  Knowledge and Expertise:

• Maintain a comprehensive understanding of SVHS policies Be well-versed in all SVHS websites. Develop a thorough knowledge of how courses work, enrollment processes, grading policies, etc.

Thorough Investigation:

• Conduct in-depth analysis of customer tickets to understand the issues and inquiries. Review student records for pertinent information to effectively resolve problems or answer questions.

Reliability and Responsiveness:

• Clearly communicate availability to team members to effectively share in the tasks of answering phone calls and chats. Address both assigned and general tickets in a timely manner

Collaborative Spirit:

• Maintain open and effective communication with team members Proactively seek clarification when needed Participate actively in troubleshooting efforts Engage with and respond to team announcements Maintain a positive attitude and open mindset

   

Diplomatic Communication:

• Employ positive and helpful language in all customer and team interactions Maintain a friendly and professional tone across all communication channels

Qualifications

• Current and valid US secondary teaching certificate in the subject area. Experience working with students, parents and school administrators preferred.  Excellent written and verbal communication skills.  Strong organizational and time management skills.  Self-motivated and able to work independently and collaboratively in a remote environment.

Reports to: Director of Customer Support

Collaborates with: Chief Academics Officer, Director of Curriculum, Quality Control Manager, Department Chairs