Experienced Overnight Customer Care and Technical Support Advisor – Remote Opportunity for Technically Skilled Individuals with Excellent Problem-Solving Abilities

Introduction to blithequark

blithequark is a leading provider of innovative solutions, offering the largest EdTech ecosystem globally, supporting over 150 million users in 80 countries. Our mission is to provide dynamic, data-informed experiences to the global education community, enabling learners and educators to achieve their goals. We believe in the power of a diverse and inclusive workforce, and as we expand globally, we are committed to making diversity, inclusion, and belonging a foundational part of our hiring practices and company culture.

About the Role

We are seeking a highly skilled and technically adept Overnight Customer Care and Technical Support Advisor to join our team. As a key member of our Student Success division, you will provide virtualized support and technology-enabled solutions to the world's most progressive institutions. Your primary responsibility will be to interact with families of students, address their concerns, and serve as a reference point for all IT-related queries at the user level.

Key Responsibilities

• Addressing student families' concerns and providing introductory information to new users on various products
• Resolving end-user inquiries utilizing multiple technologies, including telephony, chat, and web-based inquiries
• Resolving inbound customer calls and inquiries in a professional and empathetic manner within a virtual contact center
• Installing, maintaining, and troubleshooting computers, printers, phones, and other peripheral equipment
• Troubleshooting hardware and software issues, completing software installations, and establishing good relationships with all departments and colleagues
• Serving as the first point of contact for customers seeking technical assistance over the phone, chat, and email, and striving for one-call resolution of customer issues
• Managing and resolving identified client issues for assigned customer accounts, documenting information into a web-based ticketing system, and searching and navigating the knowledge base to identify appropriate resolutions for client issues
• Escalating unique issues or inaccurate information contained in the knowledge base to the immediate supervisor for resolution, and 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, and completing special projects as requested by management

The Ideal Candidate

To be successful in this role, you should possess a strong computer knowledge, including the ability to accurately type at least 25 wpm, and excellent interpersonal skills with a high degree of customer service ethic. You should be able to communicate clearly, both written and orally, with faculty, students, staff, and team members, and have the ability to walk customers through outlined problem-solving processes using our knowledge base system.

Essential Qualifications

• Must be able to work 10:00 pm - 7:00 am EST, including weekends, and be available to train 9:00 am - 6:00 pm EST for three weeks
• Must be able to work from home in a quiet, distraction-free environment without any conflicting responsibilities during your scheduled work shift
• 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)
• Must reside in an approved state and have a high-speed internet connection (Cable, Fiber, DSL) with a minimum of 40 Mbps download, 20 Mbps upload, and 100ms ping or less

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

Career Growth Opportunities and Learning Benefits

At blithequark, we are committed to providing our employees with opportunities for growth and development. As a Customer Care and Technical Support Advisor, you will have access to internal training programs, which will enable you to expand your knowledge and support multiple clients. You will also have the opportunity to work with a diverse range of technologies and develop your problem-solving skills, which will be essential for your career advancement.

Work Environment and Company Culture

blithequark offers a dynamic and inclusive work environment that values diversity, equity, and inclusion. We believe in fostering a culture of collaboration, innovation, and continuous learning, and we are committed to making our workplace a positive and supportive environment for all employees. As a remote worker, you will be able to work from the comfort of your own home, with the flexibility to manage your schedule and workload.

Compensation, Perks, and Benefits

The pay rate for this role is $13/hour, and we offer a range of benefits, including opportunities for career advancement, internal training programs, and a supportive work environment. We also consider factors such as external market rate, budget for the role, and the compensation rates of current employees performing the same function when determining compensation.

Conclusion

If you are a technically skilled individual with excellent problem-solving abilities and a passion for customer service, we encourage you to apply for this exciting opportunity to join our team as an Overnight Customer Care and Technical Support Advisor. At blithequark, we are committed to providing our employees with a positive and supportive work environment, opportunities for growth and development, and a range of benefits that recognize their hard work and dedication. Apply now to take the first step in your career with blithequark!