Varsity Tutors is building a global on-demand expert network and is on a mission to help people learn by seamlessly connecting experts and learners in any subject, anywhere, anytime. The Operations Support Specialist supports tutors, solves technical issues, monitors sessions, and evaluates quality and adherence.
We are looking for candidates with an interest in working in a fast-paced, mission-driven environment call center. The ideal candidate easily adapts to the needs of the organization, is a problem solver and self-starter, and has a passion for fulfilling our company’s mission of helping people learn.
Responsibilities:may include some or all of the following tasks;
Provide Customer Support to Contracted TutorsAccount Setup
Specific Student Opportunities or Assignments
Tutoring Products
Technical Issues
Scheduling Conflicts
Payment and Payroll
And more
Provide guidance and assistance to tutors about:
Take inbound inquiries over phone, chat, and email and even on video in our learning platform
Complete workloads related to tutor support such as account updates, account reviews, document reviews, subject assessments, etc
Resolve Technical Issues for both Instructors and Students
Resolve technical issues for both instructors and students
Assist customers and tutors in realtime on chat and video with technical issues
Follow up via email, phone, chat, or video with customers and tutors that submit technical issues via email
Follow process to submit to engineering if the issue can not be resolved immediately
Support and Audit Tutoring Sessions
Monitor live online classes
Assist instructors on starting and ending class sessions
Provide Insights for School System Partners
Handle complaints, provide appropriate solutions and alternatives
Measure quality inputs, such as compliance to client-defined requirements, tutor preparedness, and platform ease of use.
Address defects that require intervention on behalf of our clients, such as replacing tutors when necessary and escalating issues that prevent student learning
Qualifications:
Level B2 English proficiency
Experience in a customer service center, taking inbound calls, chats, emails, or workloads
Experience with Google documents
Professional experience in recruiting, education, customer service, retail, or another fast-paced environment preferred or a bachelor's degree
Experience with technical support preferred
Strong analytical and problem-solving skills
Comfortable performing all job responsibilities on a laptop or computer
Able to perform basic technical troubleshooting with work equipment
Highly adaptable to change and thrives in a fast-paced environment
Self-starter with exceptional attention to detail
Excellent time management and organizational skills. Ability to work independently.
Ability to multitask in a dynamic environment where priorities change quickly.
Willingness and ability to quickly learn business practices, policies and procedures.
Ability to work full-time 40 hours a week, with at least 1 evening and 1 weekend day required based on available shifts (shifts to be adjusted seasonally based on demand if needed). Operating day is from 8:00am - 8:00pm CDT.
High-speed Internet access (25 Mbps download, 10 Mbps upload) via wired ethernet connection; no Wi-Fi, Satellite or Cellular Hotspot or Cellular Internet
A quiet work environment that promotes focus
Location:Fully Remote - Based in Buenos Aires, Argentina
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, on-demand study support, 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/.
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:
Competitive Hourly Rate ($9.50/hr USD)
Full-Time Position (40 hours per week)
Fully Remote Position
A once-in-a-lifetime opportunity to help transform how the world learns!
A 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)
