Experienced Overnight Customer Care and Technical Support Advisor – EdTech Ecosystem Support

At arenaflex, we're committed to revolutionizing the education sector with cutting-edge technology and innovative solutions. As a leading EdTech company, we're dedicated to providing dynamic, data-informed experiences to the global education community, empowering learners and educators to achieve their goals. Our mission is to make a meaningful impact on the lives of millions of students worldwide. We're passionate about fostering a diverse and inclusive workforce that reflects the communities we serve. As we continue to expand globally, we're committed to making diversity, inclusion, and belonging a foundational part of our hiring practices and company culture. We believe that a truly diverse and inclusive team is essential to driving innovation, creativity, and success.

About arenaflex's Student Success Division

arenaflex's Student Success division 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. 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're seeking an experienced and technically skilled Customer Care and Technical Support Advisor to join our Student Success division. As a key member of our team, you'll be responsible for providing exceptional customer service, technical support, and troubleshooting services to students, families, and institutions. If you're passionate about education, technology, and delivering outstanding customer experiences, we encourage you to apply for this exciting opportunity.

Key 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
• 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

Essential Qualifications

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 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
• 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

While not required, we prefer candidates with:

• 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'll have the flexibility to work from home and enjoy a comfortable, distraction-free environment. Our virtual team is collaborative, supportive, and passionate about delivering exceptional customer experiences. We're committed to fostering a culture of inclusivity, diversity, and continuous learning.

Compensation and Benefits

We offer a competitive hourly rate of $13/hour, based on national and industry-specific survey data. We also provide opportunities for career growth and professional development, as well as a comprehensive benefits package, including:

• Health, dental, and vision insurance
• 401(k) retirement plan
• Paid time off and holidays
• Access to cutting-edge technology and training programs
• Opportunities for professional growth and advancement

How to Apply

If you're passionate about education, technology, and delivering outstanding customer experiences, we encourage you to apply for this exciting opportunity. Please submit your application, including your resume and a cover letter, through our online portal. We can't wait to hear from you! Apply Now! Apply for this job