Experienced Overnight Customer Care and Technical Support Advisor – EdTech Ecosystem

At arenaflex, we're dedicated to revolutionizing the education sector with cutting-edge technology and innovative solutions. As a leading player in the EdTech ecosystem, we support over 150 million users in 80 countries, empowering learners and educators to achieve their goals. Our mission is to provide dynamic, data-informed experiences that make a lasting impact on the global education community. We're committed to fostering a diverse and inclusive workforce, reflecting the rich tapestry of our global user base. As we continue to expand our reach, we're looking for talented individuals who share our passion for education and technology. If you're a customer-centric problem-solver with a knack for technical expertise, we invite you to join our team as an Overnight Customer Care and Technical Support Advisor.

About arenaflex

arenaflex is a global leader in the EdTech industry, providing a comprehensive suite of solutions that cater to the evolving needs of educational institutions. Our platform enables institutions to deliver efficient, financially sustainable services through the enrollment and learning process, ultimately building a better education experience for everyone.

Student Success: A Division of arenaflex

Student Success is a pioneering division of arenaflex, dedicated to providing virtualized support and technology-enabled solutions to the world's most progressive institutions. We offer IT Help Desk and comprehensive Student Lifecycle Management services that improve student engagement and accelerate learning. Our goal is to empower educators and learners with the tools and resources they need to succeed.

Job Summary

As an Overnight Customer Care and Technical Support Advisor, you'll be the first point of contact for customers seeking technical assistance over the phone, chat, or email. You'll work closely with families of students, resolving their concerns and providing introductory information on various products. Your technical expertise will be put to the test as you troubleshoot hardware and software issues, install and maintain computers, printers, and other peripheral equipment.

Key Responsibilities

* Addressing student families' concerns and providing introductory information 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 phone, chat, and email
• 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 Ideal Candidate

We're looking for a technically skilled candidate with excellent problem-solving abilities and a strong customer service ethic. The ideal candidate will have:

• Strong computer knowledge, including the ability to accurately type at least 25 wpm
• Strong interpersonal skills and a 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

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 Company Culture

As a remote employee, you'll have the flexibility to work from home in a quiet, distraction-free environment. Our company culture values diversity, inclusion, and belonging, and we're committed to creating a workplace that's welcoming and inclusive for all employees.

Compensation and Benefits

We offer a competitive hourly rate of $13/hour, with opportunities for career growth and professional development. Our benefits package includes:

• Comprehensive health insurance
• 401(k) retirement plan
• Paid time off and holidays
• Professional development opportunities
• Flexible work arrangements

How to Apply

If you're a motivated and customer-focused individual with a passion for technology and education, we invite you to apply for this exciting opportunity. Please submit your application through our website, including your resume and a cover letter outlining 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 for this job