Experienced Overnight Customer Care and Technical Support Advisor – EdTech Ecosystem

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 values of our organization and driving our growth as a global leader.

About arenaflex

arenaflex is a pioneering force in the EdTech industry, dedicated to transforming the way education is delivered and experienced. Our Student Success platform offers virtualized support and technology-enabled solutions to the world's most progressive institutions, providing IT Help Desk and comprehensive Student Lifecycle Management services that improve student engagement and accelerate learning. Our goal is to build a better education experience for everyone by extending institutional resources to meet the growing demands of learners.

The Opportunity

We're seeking an experienced and technically skilled Customer Care and Technical Support Advisor to join our team. As a key member of our remote support team, you'll play a vital role in delivering exceptional customer experiences, resolving technical issues, and ensuring the optimal running of our systems. If you're passionate about education, technology, and customer service, we encourage you to apply for this exciting opportunity.

Position 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
• Providing professional and empathetic support to customers in a virtual contact center environment
• 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 resolutions 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 customer-focused individual who can work effectively in a remote environment. To be successful in this role, you'll need:

• 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)
• Willingness 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 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

Compensation and Benefits

We offer a competitive hourly rate of $13/hour, based on national and industry-specific survey data. We also provide a range of benefits, including:

• Flexible scheduling to accommodate your needs
• Opportunities for career growth and professional development
• A dynamic and supportive work environment
• Access to the latest technology and tools
• A comprehensive training program to ensure your success

Work Environment and Culture

As a remote employee, you'll have the flexibility to work from home and enjoy a better work-life balance. Our company culture is built on the values of diversity, inclusion, and belonging, and we're committed to creating a workplace that's inclusive and supportive of all employees.

How to Apply

If you're a motivated and customer-focused individual with a passion for education and technology, we encourage you to apply for this exciting opportunity. Please submit your application, including your resume and a cover letter, to [insert contact information]. 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