Experienced Overnight Customer Care and Technical Support Advisor – EdTech Ecosystem

Join arenaflex, a leading provider of EdTech solutions, in shaping the future of education and empowering learners worldwide.

About arenaflex

arenaflex is a pioneering EdTech company that has revolutionized the education sector by providing a comprehensive ecosystem of solutions that cater to the diverse needs of learners and educators. With a presence in over 80 countries and supporting over 150 million users, arenaflex is committed to making education more accessible, engaging, and effective. Our mission is to provide dynamic, data-informed experiences that enable learners and educators to achieve their goals.

About Student Success

Student Success is a division of arenaflex that specializes in providing virtualized support and technology-enabled solutions to progressive institutions worldwide. We offer IT Help Desk and comprehensive Student Lifecycle Management services that improve student engagement and accelerate learning. Our platform enables institutions to deliver services efficiently and sustainably throughout the enrollment and learning process, ultimately building a better education experience for everyone.

The Opportunity

We are seeking an experienced and technically skilled 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 service, resolving technical issues, and ensuring the optimal running of all systems. If you are a customer-focused individual with a passion for technology and a commitment to delivering outstanding support, we encourage you to apply.

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 Culture

As a member of our team, you will enjoy a dynamic and supportive work environment that fosters growth, innovation, and collaboration. We offer flexible scheduling, remote work options, and a comprehensive benefits package that includes:

• Competitive hourly rate of $13/hour
• Opportunities for career growth and professional development
• Collaborative and inclusive team environment
• Recognition and rewards for outstanding performance
• Access to cutting-edge technology and tools
• Flexible scheduling and remote work options

Compensation and Benefits

We offer a competitive hourly rate of $13/hour, which is determined based on national and industry-specific survey data. Our compensation package also includes opportunities for career growth, professional development, and recognition and rewards for outstanding performance.

How to Apply

If you are a motivated and customer-focused individual with a passion for technology and a commitment to delivering outstanding support, we encourage you to apply. Please visit our website at [www.arenaflex.com](http://www.arenaflex.com) to learn more about our company and submit your application.

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