Service Representatives at British Swim School Bay Area focus on customer experience, engagement, customer enrollment, and managing all customer inquiries and concerns. The CSR focus is to deliver exceptional solution-oriented customer service, process enrollment requests as needed and answer questions while making experiences personable and memorable verbally and electronically.

• Deliver industry-leading product and technical support to clients from across North America • Troubleshoot backend issues including data discrepancies, imports/exports, and performance concerns • Configure, manage, and maintain Windows-based environments for our growing pool of cloud-hosted users and applications • Work hands-on with database management systems (primarily SQL Server) to analyze and resolve client issues • Create and update help modules, client-facing documentation, and internal troubleshooting guides • Participate in a rotating support schedule covering help desk hours from 7am to 7pm ET, with occasional after-hours coverage

• Serve as a point of contact for initial and escalated tech support requests via email, phone, chat, or in person for hardware, software, or network issues. • Perform remote and in-person troubleshooting and determine the best solution based on the issue and details provided. • Identify, research, and resolve basic and advanced technical problems for end users. • Provide technical assistance through information sharing and hands-on problem-solving support. • Coordinate with school, district, and partner organization technology staff to troubleshoot and resolve issues when needed. • Install network equipment such as network cables, wireless access points, switches, and routers in PRI offices. • Perform network troubleshooting in PRI offices to determine and resolve internet and network-related problems. • Configure printers and multifunction devices for printing, scanning, and network connection. • Use scripting tools such as PowerShell to automate and streamline operations. • Direct unresolved issues to the next level of support personnel. • Conduct new staff technology onboarding sessions. • Provide technology training to end users. • Monitor and manage the PRI information systems and network infrastructure to support the company’s computing, data processing, and communications needs. • Assist with training workshops for staff members on new technologies and organizational technology policies and procedures. • Prepare and maintain documentation for performed tasks, procedures, and IT-related policies. • Create documentation for troubleshooting and resolution steps for IT issues, technical documentation, manuals, and IT policies. • Manage backup and restoration of files in cloud-based systems.

• Handle incoming requests via Zendesk (email and live chat), focusing on agent and streamer account issues and technical troubleshooting. • Ensure fast and effective resolution of user requests to reduce response time and increase user satisfaction. • Follow platform standards (SLA, tone of voice, policy guidelines). • Escalate complex cases to L2 and other teams with complete context and structured information. • Collaborate with Success, QA, Compliance, Moderation, and Technical teams. • Properly document and transfer cases between shifts (especially critical for night operations). • Collect and share user feedback to improve product and support processes.