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

At arenaflex, we're revolutionizing the education industry 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. As a key member of our Student Success team, you'll play a vital role in delivering exceptional customer care and technical support to our users.

About arenaflex

arenaflex is a global leader in the EdTech industry, dedicated to making education more accessible, engaging, and effective. Our platform provides institutions with efficient, financially sustainable solutions to deliver services throughout the enrollment and learning process. We're committed to building 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 Overnight Customer Care and Technical Support Advisor to join our team. As a remote worker, you'll be responsible for providing top-notch support to our users, addressing their concerns, and ensuring the optimal running of our systems. If you're passionate about delivering exceptional customer experiences and have a strong technical background, we want to hear from you!

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 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 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'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
• Excellent 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)
• 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

* Pay rate: $13/hour

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

Work Environment and Culture

* arenaflex is a remote-friendly company, offering flexible schedules and the opportunity to work from home

• Our team is passionate about delivering exceptional customer experiences and is committed to making education more accessible and effective
• We're dedicated to building a diverse and inclusive workforce, and we welcome applications from candidates from all backgrounds

How to Apply

If you're a motivated and customer-focused individual with a strong technical background, we want to hear from you! Please submit your application, including your resume and a cover letter, through our website. We can't wait to hear from you! Apply Now!

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.

Available 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