Experienced Overnight Customer Care and Technical Support Advisor – Remote Work Opportunity with arenaflex
Job Summary:
Join arenaflex, a leading EdTech company, as an Overnight Customer Care and Technical Support Advisor. As a key member of our team, you will be responsible for providing exceptional customer service and technical support to our clients, ensuring their needs are met and exceeded. This is a unique opportunity to work from home, with a competitive salary and a chance to grow your career in a dynamic and inclusive environment.
About arenaflex:
arenaflex is a global leader in the EdTech industry, 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 believe in the power of diversity, equity, and inclusion, and we are committed to creating a workplace that reflects these values.
The Opportunity:
As an Overnight Customer Care and Technical Support Advisor, you will be part of our Student Success team, which provides virtualized support and technology-enabled solutions to progressive institutions. You will be responsible for interacting with families of students, addressing their concerns, and providing technical support to resolve their issues. This is a remote work opportunity, with a flexible schedule that allows you to work from home.
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 - Providing technical support to resolve hardware and software issues - Installing, maintaining, and troubleshooting computers, printers, phones, and other peripheral equipment - Completing software installations and troubleshooting hardware and software issues - 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 are looking for a technically skilled candidate with good problem-solving ability, strong interpersonal skills, and a high degree of customer service ethic. The ideal candidate will have: - Strong computer knowledge, including the ability to accurately type at least 25 wpm - 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 - 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:
- Competitive salary of $13/hour - Opportunity to work from home with a flexible schedule - Comprehensive training program to expand your knowledge and skills - Opportunity to grow your career in a dynamic and inclusive environment - Access to industry-specific survey data to assist in determining compensation - Consideration of factors such as external market rate, budget for the role, and the compensation rates of current employees performing the same function
Work Environment and Company Culture:
- 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. - Our company culture values diversity, equity, and inclusion, and we are committed to creating a workplace that reflects these values. - We offer a comprehensive benefits package, including health insurance, retirement plans, and paid time off.
How to Apply:
If you are a motivated and customer-focused individual with a passion for technology and education, we encourage you to apply for this exciting opportunity. Please submit your application through our website, and we will review your qualifications and experience. We look forward to hearing from you!
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