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

Join arenaflex, a leading EdTech company, in revolutionizing the education sector with innovative technology solutions. As an Overnight Customer Care and Technical Support Advisor, you will play a vital role in delivering exceptional customer experiences to students, families, and educators worldwide. With a strong focus on technical support, you will be the first point of contact for customers seeking assistance with various EdTech products and services.

About arenaflex

arenaflex is the largest EdTech ecosystem globally, 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. We believe in the power of diversity, inclusion, and belonging, and we are committed to making these values a foundational part of our company culture.

About Student Success

Student Success 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 Responsibilities

As an Overnight Customer Care and Technical Support Advisor, you will 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
• 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

Requirements

* 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) + 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

Work Environment and Culture

* arenaflex is a remote-friendly company, and this role 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

• We value diversity, inclusion, and belonging, and we are committed to making these values a foundational part of our company culture
• Our team is passionate about delivering exceptional customer experiences and making a positive impact on the education sector

How to Apply

If you are a motivated and customer-focused individual with a passion for EdTech, we encourage you to apply for this exciting opportunity. Please visit our website to learn more about arenaflex and our career opportunities. Apply for this job