Experienced Overnight Customer Care and Technical Support Advisor – EdTech Ecosystem

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 our team at blithequark as an Overnight Customer Care and Technical Support Advisor.

About blithequark

blithequark is a leading provider of EdTech solutions, supporting over 150 million users in 80 countries worldwide. Our mission is to empower learners and educators by providing innovative, data-driven experiences that drive student success. With a commitment to diversity, equity, and inclusion, we strive to create a workplace culture that values and celebrates individual perspectives.

About Student Success

Student Success is a division of blithequark, dedicated to delivering virtualized support and technology-enabled solutions to the world's most progressive institutions. Our comprehensive Student Lifecycle Management services improve student engagement, accelerate learning, and enhance the overall education experience. By leveraging our platform, institutions can efficiently deliver services throughout the enrollment and learning process, ensuring a better education experience for everyone.

Job Summary

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. You will provide timely, professional, and empathetic support, resolving customer issues while promoting a positive image of blithequark. Your technical expertise, problem-solving skills, and excellent communication abilities will enable you to navigate complex customer inquiries and provide accurate resolutions.

Key Responsibilities

* Address student families' concerns and provide introductory information to new users on various products

• Resolve end-user inquiries by utilizing multiple technologies, including telephony, chat, and web-based inquiries
• Install, maintain, and troubleshoot computers, printers, phones, and other peripheral equipment
• Troubleshoot hardware and software issues
• Complete software installations
• Establish good relationships with all departments and colleagues
• Serve as the first point of contact for customers seeking technical assistance
• Strive for one-call resolution of customer issues while communicating appropriate options in a timely and professional manner
• Manage and resolve identified client issues for assigned customer accounts
• Document information into web-based ticketing systems
• Search and navigate the knowledge base to identify appropriate resolutions for client issues
• Escalate unique issues or inaccurate information contained in the knowledge base to the immediate supervisor for resolution
• Participate in internal training programs to expand knowledge and support multiple clients
• Provide delightful, efficient, and accurate resolutions to customer inquiries
• Complete special projects as requested by management
• Demonstrate empathy, patience, and flexibility during phone calls
• Handle multiple job tasks at one time and escalate issues in a timely manner

Essential Qualifications

* 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 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

Work Environment and Culture

As a remote employee, you will work from the comfort of your own home, enjoying a flexible schedule and the ability to work independently. Our team is committed to creating a positive, inclusive work environment that values diversity, equity, and inclusion. We offer opportunities for professional growth, development, and learning, ensuring that you stay up-to-date with the latest technologies and industry trends.

Compensation and Benefits

* Pay rate: $13/hour

• Variable pay for some roles
• Comprehensive benefits package, including medical, dental, and vision insurance
• 401(k) retirement plan with company match
• Paid time off and holidays
• Opportunities for professional growth and development

How to Apply

If you are a motivated, customer-focused individual with a passion for delivering exceptional support experiences, we encourage you to apply for this exciting opportunity. Please visit our website at [www.blithequark.com](http://www.blithequark.com) to learn more about our company culture and values. To apply, click on the link below: Apply Now!

Equal Employment Opportunity

blithequark 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 for this job