Are you a highly skilled and customer-focused individual looking for a challenging and rewarding role in the education technology sector? Do you have a passion for delivering exceptional support to students, families, and educators? If so, we invite you to join arenaflex's Student Success team as an Overnight Customer Care and Technical Support Advisor.
**About arenaflex**
arenaflex is a leading EdTech company that provides innovative solutions to support the global education community. With a mission to deliver dynamic, data-informed experiences, we empower learners and educators to achieve their goals. Our commitment to diversity, inclusion, and belonging is at the heart of everything we do, and we're dedicated to creating a workplace that reflects the diversity of our users.
**The Opportunity**
As an Overnight Customer Care and Technical Support Advisor, you'll be part of a team that provides virtualized support and technology-enabled solutions to progressive institutions worldwide. You'll play a critical role in delivering exceptional customer experiences, resolving technical issues, and ensuring the optimal running of all systems. With a focus on student success, you'll work closely with families, students, and educators to address their concerns, provide introductory information on various products, and resolve end-user inquiries.
**Key Responsibilities**
* Addressing student families' concerns and providing timely support
* Providing introductory information to new users on various products
* Resolving end-user inquiries by utilizing multiple technologies, including telephony, chat, and web-based inquiries
* In a virtual contact center, resolving inbound customer calls and inquiries in a professional and empathetic manner
* Installing, maintaining, and troubleshooting computers, printers, phones, and other peripheral equipment
* Troubleshooting hardware and software issues
* Completing software installations
* Establishing good relationships with all departments and colleagues
* Serving as the first point of contact for customers seeking technical assistance over the phones, chats, and emails
* Striving for one-call resolution of customer issues while communicating appropriate options in a timely and professional manner
* Managing and resolving identified client issues for assigned customer accounts
* Documenting information into web-based ticketing systems
* Searching and navigating the knowledge base to identify appropriate resolution for client issues
* Escalating unique issues or inaccurate information contained in the knowledge base to the immediate supervisor for resolution
* Projecting a favorable image of the company to promote its objectives and goals that enhance client relationships
* Participating in internal training programs to expand knowledge and support multiple clients
* Providing delightful, efficient, and accurate resolutions to customer inquiries
* Completing special projects as requested by management
* Demonstrating empathy, patience, and flexibility during phone calls
* Handling multiple job tasks at one time and escalating issues in a timely manner
**The Candidate**
We're looking for a highly skilled and customer-focused individual with:
* Strong computer knowledge, including the ability to accurately type at least 25 wpm
* Strong interpersonal skills and a very high degree of customer service ethic
* Ability to communicate clearly, both written and orally, with faculty, students, staff, and team members
* Ability to walk customers through outlined problem-solving processes, using our knowledge base system
* Ability to ask questions to determine the nature of the problem
* Ability to perform remote troubleshooting
* Ability to take inbound (voice) phone calls in a conversation-heavy environment
* High School diploma or equivalent combination of education and experience
* Must be at least 18 years old
* Excellent oral and written communication skills
* Previous computer experience (building, configuring, troubleshooting)
* Knowledge of internet applications
* Proficiency in MS Office computer applications, including Word and Excel, and willingness to learn new technology systems
* Familiarity with education-related technologies
* Analytical orientation with strong attention to detail
* Full professional proficiency in written and spoken English (equivalent to CEF B2 level or above)
* Willing to accept a temporary assignment
* Must reside in an approved state
* Must be able to work from home with the following internet requirements:
+ High-speed Internet Connection (Cable, Fiber, DSL)
+ 40 Mbps Download
+ 20 Mbps Upload
+ 100ms Ping or less
+ Jitter: 40 MS or less
+ Hardwired Connection
+ Wired connection from the modem/router to the device, no splits/gaps or usage of Wi-Fi bridges
**Preferred Skills**
* College degree or some college completed
* 1 or more years of customer service or contact center experience
* Previous experience in the education industry and with e-learning technologies
* Experience working in a technical help desk position
**Compensation and Benefits**
* Pay rate: $13/hour
* Flexible scheduling with immediate availability
* Remote work opportunities with a quiet, distraction-free environment
* Opportunities for career growth and professional development
* Comprehensive training programs to expand knowledge and support multiple clients
* A supportive and inclusive work environment that values diversity, equity, and inclusion
**What We Offer**
* A dynamic and supportive work environment that values diversity, equity, and inclusion
* Opportunities for career growth and professional development
* Comprehensive training programs to expand knowledge and support multiple clients
* A competitive pay rate and benefits package
* Flexible scheduling with immediate availability
* Remote work opportunities with a quiet, distraction-free environment
**How to Apply**
If you're a highly skilled and customer-focused individual looking for a challenging and rewarding role in the education technology sector, we invite you to apply for the Overnight Customer Care and Technical Support Advisor position at arenaflex. Please visit our website at [www.arenaflex.com](http://www.arenaflex.com) to learn more about our company and career opportunities.
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