Experienced Overnight Customer Care and Technical Support Advisor – EdTech Ecosystem

Join arenaflex, a leading EdTech company, in revolutionizing the education sector with innovative solutions and exceptional customer care. Are you a customer-centric individual with a passion for technology and problem-solving? Do you thrive in a fast-paced, dynamic environment where no two days are the same? Look no further! arenaflex is seeking an experienced Overnight Customer Care and Technical Support Advisor to join our team of dedicated professionals who are shaping the future of education.

About arenaflex

arenaflex is the largest EdTech ecosystem on a global scale, 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, inclusion, and belonging, and we're committed to making these values a foundational part of our company culture.

About Student Success

Student Success brings virtualized support and technology-enabled solutions to the world's most progressive institutions. We provide IT Help Desk and comprehensive Student Lifecycle Management services that improve student engagement and accelerate learning. Our platform gives institutions an efficient, financially sustainable way to deliver services through the enrollment and learning process.

Job Summary

As an Overnight Customer Care and Technical Support Advisor, you will be the first point of contact for customers seeking technical assistance over the phone, chat, and email. You will be responsible for resolving customer inquiries, troubleshooting hardware and software issues, and providing exceptional customer service in a fast-paced, dynamic environment. If you're a technically skilled individual with excellent problem-solving abilities and a passion for customer care, we want to hear from you!

Key Responsibilities

* Address student families' concerns and provide introductory information to new users on various products

• Resolve end-user inquiries by utilizing multiple technologies, including telephony, chat, and web-based inquiries
• In a virtual contact center, resolve inbound customer calls and inquiries in a professional and empathetic manner
• Install, maintain, and troubleshoot computers, printers, phones, and other peripheral equipment
• Troubleshoot hardware and software issues
• Complete software installations
• Establish good relationships with all departments and colleagues
• Serve as the first point of contact for customers seeking technical assistance over the phones, chats, and emails
• Strive for one-call resolution of customer issues while communicating appropriate options in a timely and professional manner
• Manage and resolve identified client issues for assigned customer accounts
• Document information into web-based ticketing systems
• Search and navigate the knowledge base to identify appropriate resolutions for client issues
• Escalate unique issues or inaccurate information contained in the knowledge base to the immediate supervisor for resolution
• Project a favorable image of the company to promote its objectives and goals that enhance client relationships
• Participate in internal training programs to expand knowledge and support multiple clients
• Provide delightful, efficient, and accurate resolutions to customer inquiries
• Complete special projects as requested by management
• Demonstrate empathy, patience, and flexibility during phone calls
• Handle multiple job tasks at one time and escalate 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 Culture

As a remote employee, you will have the flexibility to work from home and enjoy a comfortable, distraction-free environment. Our company culture values diversity, inclusion, and belonging, and we're committed to creating a workplace where everyone feels valued and supported.

Compensation and Benefits

* Pay rate: $13/hour

• We use national and industry-specific survey data to assist in determining compensation
• 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

How to Apply

If you're a motivated, customer-focused individual with a passion for technology and problem-solving, we want to hear from you! Apply now to join our team of dedicated professionals who are shaping the future of education. Apply Job!

Equal Employment Opportunity/Affirmative Action Employer

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