Operations Support Specialist

**Responsibilities**: may include some or all of the following tasks;
- Provide Customer Support to Contracted Tutors
- Account Setup
- Specific Student Opportunities or Assignments
- Tutoring Products
- Technical Issues
- Scheduling Conflicts
- Payment and Payroll
- And more
- Provide guidance and assistance to tutors about:
- 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 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 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 Rio de Janeiro, Brazil
**About Nerdy**:
**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
- 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)_

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