Experienced Overnight Customer Care and Technical Support Advisor – Remote US Opportunity

At arenaflex, we're committed to revolutionizing the education sector by providing innovative, data-driven solutions that empower learners and educators worldwide. As a leading EdTech company, we support over 150 million users across 80 countries, and our mission is to create a more inclusive and dynamic education experience. We're passionate about fostering a diverse and inclusive workforce that reflects the global community we serve. As we continue to expand our reach, we're dedicated to making diversity, inclusion, and belonging a fundamental part of our company culture. Our Student Success division offers cutting-edge virtualized support and technology-enabled solutions to progressive institutions worldwide. We provide comprehensive IT Help Desk and Student Lifecycle Management services that enhance student engagement and accelerate learning. Our goal is to build a better education experience for everyone by extending institutional resources to meet the growing demands of learners.

Join Our Team:

We're seeking a highly skilled and customer-focused Overnight Customer Care and Technical Support Advisor to join our remote team. As a key member of our support team, you'll play a vital role in delivering exceptional customer experiences, resolving technical issues, and ensuring the optimal running of our systems.

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

The Ideal Candidate:

We're looking for a highly motivated and technically skilled individual with excellent problem-solving abilities. To succeed in this role, you'll need:

• Strong computer knowledge, including the ability to accurately type at least 25 wpm
• Strong 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 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

Compensation and Benefits:

We offer a competitive hourly rate of $13/hour, based on national and industry-specific survey data. We also provide a comprehensive benefits package, including:

• Flexible scheduling to accommodate your needs
• Opportunities for career growth and professional development
• A dynamic and inclusive work environment
• Access to cutting-edge technology and training programs
• A supportive team dedicated to delivering exceptional customer experiences

Work Environment and Culture:

As a remote team member, you'll have the flexibility to work from home and enjoy a comfortable, distraction-free environment. Our company culture is built on the principles of diversity, inclusion, and belonging, and we're committed to creating a workplace that's welcoming and inclusive for all.

How to Apply:

If you're a motivated and customer-focused individual with a passion for delivering exceptional support experiences, we encourage you to apply for this exciting opportunity. Please visit our website at [arenaflex.com](http://arenaflex.com) to learn more about our company and our career opportunities. Apply Now!

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