Experienced Overnight Customer Care and Technical Support Advisor – EdTech Industry

At arenaflex, we're revolutionizing the way education institutions deliver services to their students and faculty. As a leading provider of EdTech solutions, we're committed to making a positive impact on the global education community. Our mission is to provide dynamic, data-informed experiences that empower learners and educators to achieve their goals. We're seeking a highly skilled and customer-focused Overnight Customer Care and Technical Support Advisor to join our team. As a key member of our Student Success division, you'll play a vital role in providing exceptional support to our clients and their students. If you're passionate about delivering outstanding customer experiences and have a knack for technical troubleshooting, we want to hear from you!

About arenaflex

arenaflex is the largest EdTech ecosystem on a global scale, supporting over 150 million users in 80 countries. Our platform provides IT Help Desk and comprehensive Student Lifecycle Management services that improve student engagement and accelerate learning. We're committed to making diversity, inclusion, and belonging a foundational part of our company culture, and we're dedicated to creating a workplace that's inclusive and supportive of all employees.

About Student Success

Student Success brings virtualized support and technology-enabled solutions to the world's most progressive institutions. Our goal is to build a better education experience for everyone by extending institutional resources to meet the growing demands of learners. We're passionate about delivering exceptional support to our clients and their students, and we're committed to making a positive impact on the education community.

Job Responsibilities

As an Overnight 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

Requirements

* Must be able to work 10:00 pm - 7:00 am EST

• Must be available to work weekends
• Must be available to train 9:00 am - 6:00 pm EST for three weeks
• You must be able to work from home in a quiet, distraction-free environment without any conflicting responsibilities during your scheduled work shift
• 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
• Must have either an ISP-provided modem that allows a third-party VOIP or a personal modem and personal router without restrictions
• 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

Compensation and Benefits

* Pay rate: $13/hour

• We use national and industry-specific survey data to assist in determining compensation
• We consider factors such as external market rate, budget for the role, and the compensation rates of current employees performing the same function
• Some roles will have variable pay

Work Environment and Culture

* Remote work opportunities with immediate availability and schedules that offer flexibility

• Collaborative and inclusive work environment
• Opportunities for professional growth and development
• Recognition and rewards for outstanding performance
• Comprehensive benefits package, including health insurance, retirement plan, and paid time off

How to Apply

If you're a motivated and customer-focused individual with a passion for technical troubleshooting, we encourage you to apply for this exciting opportunity. Please submit your application, including your resume and a cover letter, through our website. We can't wait to hear from you! Apply Job! Apply for this job