Experienced Overnight Customer Care and Technical Support Advisor – EdTech Industry
Are you a customer-centric, tech-savvy individual with a passion for delivering exceptional support experiences? Do you thrive in a fast-paced, dynamic environment where no two calls are ever the same? If so, we invite you to join arenaflex, a leading EdTech company, 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 Summary
As an Overnight Customer Care and Technical Support Advisor, you will be the first point of contact for customers seeking technical assistance over the phones, chats, and emails. You will provide delightful, efficient, and accurate resolutions to customer inquiries, while projecting a favorable image of arenaflex to promote its objectives and goals that enhance client relationships. You will work in a virtual contact center, resolving inbound customer calls and inquiries in a professional and empathetic manner.
Key Responsibilities
* 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 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
- Participating in internal training programs to expand knowledge and support multiple clients
- 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
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, with the flexibility to manage your schedule and work environment. arenaflex is committed to creating a diverse and inclusive workplace culture, where employees feel valued, respected, and empowered to succeed. We offer a range of benefits, including:
- Competitive hourly rate of $13/hour
- Flexible scheduling and remote work options
- Opportunities for professional growth and development
- Collaborative and supportive team environment
- Recognition and rewards for outstanding performance
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 submit your application, including your resume and a cover letter, through our website. We look forward to hearing from you!
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 for this job