**Join arenaflex, a leading EdTech company, in revolutionizing the education sector with innovative solutions and exceptional customer support.**
Are you a customer-centric, technically skilled individual with a passion for delivering exceptional support experiences? Do you thrive in a dynamic, fast-paced environment where no two calls are ever the same? 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 the largest EdTech ecosystem on a global scale, supporting over 150 million users in 80 countries. Our mission is to provide dynamic, data-informed experiences to the global education community, empowering learners and educators to achieve their goals. We believe in the power of a diverse and inclusive workforce, committed to making diversity, inclusion, and belonging a foundational part of our company culture.
**About Student Success**
Student Success brings virtualized support and technology-enabled solutions to the world's most progressive institutions. We provide IT Help Desk and comprehensive Student Lifecycle Management services that improve student engagement and accelerate learning. Our platform gives institutions an efficient, financially sustainable way to deliver services through the enrollment and learning process. Our goal is to build a better education experience for everyone by extending institutional resources to meet the growing demands of learners.
**Job Responsibilities**
As an Overnight Customer Care and Technical Support Advisor, you will be the primary point of contact for customers seeking technical assistance over the phone, chat, and email. Your duties will include:
* Addressing student families' concerns and providing introductory information to new users on various products
* Resolving end-user inquiries by utilizing multiple technologies, including telephony, chat, and web-based inquiries
* 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
* 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
**Requirements**
To succeed in this role, you must:
* Be available to work 10:00 pm - 7:00 am EST
* Be available to work weekends
* Be available to train 9:00 am - 6:00 pm EST for three weeks
* Work from home in a quiet, distraction-free environment without any conflicting responsibilities during your scheduled work shift
* Have strong computer knowledge, including the ability to accurately type at least 25 wpm
* Possess strong interpersonal skills and a high degree of customer service ethic
* Be able to communicate clearly, both written and orally, with faculty, students, staff, and team members
* Have the ability to walk customers through outlined problem-solving processes, using our knowledge base system
* Be able to ask questions to determine the nature of the problem
* Be able to perform remote troubleshooting
* Be able to take inbound (voice) phone calls in a conversation-heavy environment
* Have either an ISP-provided modem that allows a third-party VOIP or a personal modem and personal router without restrictions
* Have a High School diploma or equivalent combination of education and experience
* Be at least 18 years old
* Have excellent oral and written communication skills
* Have previous computer experience (building, configuring, troubleshooting)
* Have knowledge of internet applications
* Be proficient in MS Office computer applications, including Word and Excel, and willing to learn new technology systems
* Have familiarity with education-related technologies
* Have an analytical orientation with strong attention to detail
* Have full professional proficiency in written and spoken English (equivalent to CEF B2 level or above)
* Be willing to accept a temporary assignment
* Reside in an approved state
* Have a high-speed internet connection (Cable, Fiber, DSL) with the following requirements:
+ 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 Qualifications**
* 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**
arenaflex offers a competitive hourly rate of $13/hour. We use national and industry-specific survey data to assist in determining compensation, considering factors such as external market rate, budget for the role, and the compensation rates of current employees performing the same function. Some roles may have variable pay.
**Work Environment and Culture**
As a remote employee, you will have the flexibility to work from home in a quiet, distraction-free environment. arenaflex values diversity, inclusion, and belonging, and we strive to create a work environment that is welcoming and inclusive for all employees.
**How to Apply**
If you are a customer-centric, technically skilled individual with a passion for delivering exceptional support experiences, we invite you to apply for this exciting opportunity. Please submit your application through our website, and we will review your qualifications and experience.
**Equal Employment Opportunity**
arenaflex is an equal employment opportunity/affirmative action employer and considers qualified applicants for employment without regard to race, gender, age, color, religion, national origin, marital status, disability, sexual orientation, gender identity/expression, protected military/veteran status, or any other legally protected factor.
**Approved States**
This position is available for candidates residing in the following states: AL, AR, FL, GA, IN, KY, LA, MO, MS, NC, NV, OH, OK, PA, SC, TN, TX, WI, WV.
**Apply Now**
Don't miss this opportunity to join arenaflex's Student Success team as an Overnight Customer Care and Technical Support Advisor. Apply now and take the first step towards a rewarding career in customer support and technical services.
Apply for this job