Experienced Overnight Customer Care and Technical Support Advisor – EdTech Ecosystem

Join arenaflex, a global leader in EdTech, as we revolutionize the education experience for millions of learners worldwide. At arenaflex, we believe that education should be accessible, inclusive, and empowering for all. Our mission is to provide dynamic, data-informed experiences that help learners and educators achieve their goals. As a key member of our Student Success team, you will play a vital role in delivering exceptional customer care and technical support to our global community.

About arenaflex

arenaflex is the largest EdTech ecosystem on a global scale, supporting over 150 million users in 80 countries. Our platform provides virtualized support and technology-enabled solutions to the world's most progressive institutions, enabling them to improve student engagement and accelerate learning. With a commitment to diversity, inclusion, and belonging, we strive to create a workplace that reflects the diversity of our global community.

About Student Success

Student Success brings innovative solutions to the education sector, providing IT Help Desk and comprehensive Student Lifecycle Management services that enhance the learning experience. Our goal is to build a better education experience for everyone by extending institutional resources to meet the growing demands of learners.

Job Summary

We are seeking an experienced Overnight Customer Care and Technical Support Advisor to join our team. As a key member of our support team, you will be responsible for providing exceptional customer care and technical support to our global community. You will interact with families of students, address their concerns, and provide introductory information to new users on various products. You will also resolve end-user inquiries, troubleshoot hardware and software issues, and establish good relationships with all departments and colleagues.

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
• 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 system
• 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

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 Company Culture

As a remote employee, you will have the flexibility to work from home and enjoy a quiet, distraction-free environment. Our company culture values diversity, inclusion, and belonging, and we strive to create a workplace that reflects the diversity of our global community. We offer a supportive and collaborative work environment, with opportunities for growth and development.

Compensation and Benefits

We offer a competitive hourly rate of $13/hour, with opportunities for variable pay. Our compensation package is designed to recognize your skills and experience, and we consider factors such as external market rate, budget for the role, and the compensation rates of current employees performing the same function.

How to Apply

If you are a motivated and customer-focused individual with a passion for education, 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