Experienced Overnight Customer Care and Technical Support Advisor – EdTech Ecosystem Support

At arenaflex, we're revolutionizing the education sector with our cutting-edge EdTech ecosystem, 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're committed to fostering a diverse and inclusive workforce, reflecting the rich tapestry of our global user base. As a key member of our Student Success team, you'll play a vital role in delivering exceptional customer care and technical support to our users. If you're passionate about education, technology, and delivering outstanding customer experiences, we want to hear from you!

About arenaflex

arenaflex is a leading provider of EdTech solutions, dedicated to transforming the education landscape. Our platform offers a comprehensive suite of tools and services, including IT Help Desk and Student Lifecycle Management, designed to improve student engagement and accelerate learning. We're committed to building a better education experience for everyone, extending institutional resources to meet the growing demands of learners.

The Opportunity

We're seeking an experienced Customer Care and Technical Support Advisor to join our team, working remotely from the comfort of your own home. As a key member of our support team, you'll be responsible for providing top-notch technical support to our users, addressing their concerns, and ensuring the optimal running of all systems. If you're a technically skilled individual with excellent problem-solving abilities, we want to hear from you!

Key Responsibilities

As a Customer Care and Technical Support Advisor, you'll be responsible for:

• 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
• 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 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
• 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 Candidate

We're looking for a highly skilled and experienced individual with:

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

* 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 the comfort of your own home, with a quiet and 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 experienced individual with a passion for education and technology, we want to hear from you! Please submit your application, including your resume and a cover letter, to [insert contact information]. We can't wait to hear 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