Experienced Overnight Customer Care and Technical Support Advisor – Remote Work Opportunity with blithequark in the Education Technology Sector

Join the blithequark Team: Leading Provider of Education Technology Solutions

blithequark is a pioneer in the education technology sector, offering the largest EdTech ecosystem globally, supporting over 150 million users across 80 countries. Our mission is to deliver dynamic, data-informed experiences to the global education community, empowering learners and educators to achieve their goals. We are committed to fostering a diverse and inclusive workforce, and we invite talented individuals to join our team.

About Our Student Success Division

Our Student Success division provides virtualized support and technology-enabled solutions to progressive institutions worldwide. We offer IT Help Desk and comprehensive Student Lifecycle Management services that enhance student engagement and accelerate learning. Our platform enables institutions to deliver services efficiently and sustainably throughout the enrollment and learning process. Our goal is to create a better education experience for everyone by extending institutional resources to meet the growing demands of learners.

The Role: Overnight Customer Care and Technical Support Advisor

We are seeking a technically skilled and customer-focused individual to join our team as an Overnight Customer Care and Technical Support Advisor. As a key member of our support team, you will interact with student families, address their concerns, and serve as a reference point for IT-related queries. You will work in a remote, virtual contact center environment, resolving inbound customer calls and inquiries in a professional and empathetic manner.

Key Responsibilities:

• Address student families' concerns and provide introductory information to new users on various products
• Resolve end-user inquiries using multiple technologies, including telephony, chat, and web-based inquiries
• Install, maintain, and troubleshoot computers, printers, phones, and other peripheral equipment
• Troubleshoot hardware and software issues and 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 phone, chat, and email
• 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 a web-based ticketing system
• 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

Requirements:

Essential Qualifications:

• Must be able to work 10:00 pm - 7:00 am EST and be available to work weekends
• Must be available to train 9:00 am - 6:00 pm EST for three weeks
• Ability to work from home in a quiet, distraction-free environment without any conflicting responsibilities during scheduled work shifts
• 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 problems
• 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 (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

What We Offer:

As a valued member of our team, you can expect:

• Competitive pay rate of $13/hour
• Opportunity to work remotely from home with flexible scheduling
• Comprehensive training programs to enhance your skills and knowledge
• Collaborative and dynamic work environment
• Recognition and rewards for outstanding performance
• Professional growth and development opportunities

Why Join blithequark?

At blithequark, we are committed to creating a better education experience for everyone. We believe in the power of a diverse and inclusive workforce and strive to make a positive impact on the lives of learners and educators worldwide. By joining our team, you will be part of a global community that shares a passion for education and technology.

How to Apply:

If you are a motivated and customer-focused individual with a passion for education technology, we encourage you to apply for this exciting opportunity. Please submit your application, including your resume and a cover letter, to [insert contact information]. We look forward to hearing from you!

blithequark 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.