Experienced Overnight Customer Care and Technical Support Advisor – Virtual Education Support Team

At arenaflex, we're passionate about revolutionizing the education sector with cutting-edge technology and innovative solutions. As a leading EdTech company, we're committed to empowering educators and learners worldwide to achieve their goals. Our mission is to provide dynamic, data-informed experiences that make a lasting impact on the global education community. We're proud to be part of a diverse and inclusive workforce, where everyone has the opportunity to thrive and grow. As we expand our global presence, we're dedicated to making diversity, inclusion, and belonging a fundamental part of our company culture.

Join our Virtual Education Support Team

We're seeking an experienced and customer-focused Overnight Customer Care and Technical Support Advisor to join our Virtual Education Support Team. As a key member of our team, you'll be responsible for providing exceptional technical support and customer care to students, families, and educators worldwide. If you're passionate about education, technology, and delivering outstanding customer experiences, we'd love to hear from you!

About the Role

As an Overnight Customer Care and Technical Support Advisor, you'll be the first point of contact for customers seeking technical assistance over the phone, chat, and email. You'll be responsible for resolving end-user inquiries, troubleshooting hardware and software issues, and providing delightful, efficient, and accurate resolutions to customer inquiries. Your excellent communication skills, technical expertise, and customer-centric approach will make you an invaluable asset to our team.

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 phone, 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 Ideal Candidate

- Must be able to work 10:00 pm - 7:00 am EST - Must be available to work weekends - Must be available to train 9:00 am - 6:00 pm EST for three weeks - You must be able to work from home in a quiet, distraction-free environment without any conflicting responsibilities during your scheduled work shift - 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 - Must have either an ISP-provided modem that allows a third-party VOIP or a personal modem and personal router without restrictions - 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) - Mobile Broadband is not supported; this is satellite, wireless/cellular hotspot service, and point-to-point internet service - 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

- Pay rate is $13/hour - We use national and industry-specific survey data to assist in determining compensation - Additionally, 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

Why Join arenaflex?

- Opportunity to work with a leading EdTech company that's revolutionizing the education sector - Collaborative and inclusive work environment that values diversity and inclusion - Comprehensive training programs to help you grow and develop your skills - Flexible work arrangements, including remote work options - Competitive compensation and benefits package - Opportunity to make a lasting impact on the global education community

How to Apply

If you're passionate about education, technology, and delivering outstanding customer experiences, we'd love to hear from you! Please submit your application, including your resume and a cover letter, to [insert contact information]. We can't wait to hear from you!

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