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

Are you a customer-centric, tech-savvy individual with a passion for delivering exceptional support experiences? Do you thrive in a fast-paced, dynamic environment where no two calls are ever the same? If so, we invite you to join blithequark's Student Success team as an Overnight Customer Care and Technical Support Advisor.

About blithequark

blithequark is a leading EdTech company that has revolutionized the way educational institutions deliver services to their students. With a global presence in 80 countries and over 150 million users, we provide a comprehensive suite of solutions that empower educators and learners to achieve their goals. Our mission is to create a more inclusive and equitable education experience for all, and we're committed to making diversity, inclusion, and belonging a core part of our company culture.

The Opportunity

As a Customer Care and Technical Support Advisor, you'll be the first point of contact for students, families, and educators seeking technical assistance. You'll work in a virtual contact center, responding to inbound customer calls and inquiries in a professional and empathetic manner. Your technical expertise will enable you to troubleshoot hardware and software issues, install and maintain computer systems, and provide introductory information to new users on various products.

Key Responsibilities

* Addressing student families' concerns and resolving end-user inquiries in a timely and professional manner

• Providing introductory information to new users on various products and services
• Resolving inbound customer calls and inquiries in a virtual contact center
• Installing, maintaining, and troubleshooting computers, printers, phones, and other peripheral equipment
• Troubleshooting hardware and software issues
• Completing software installations and documenting information into web-based ticketing systems
• 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
• 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

We're looking for a technically skilled candidate with excellent problem-solving abilities and a strong customer service ethic. You'll be able to work independently in a quiet, distraction-free environment and have a high degree of flexibility to adapt to changing situations. Your strong interpersonal skills and ability to communicate clearly, both written and orally, will enable you to build strong relationships with customers, colleagues, and management.

Essential Qualifications

* 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: $13/hour

• Flexible scheduling with immediate availability
• Remote work opportunities with a quiet, distraction-free environment
• Opportunities for career growth and professional development
• Comprehensive training programs to expand knowledge and support multiple clients
• A dynamic and inclusive work environment with a strong focus on diversity, inclusion, and belonging

How to Apply

If you're a motivated and customer-focused individual with a passion for delivering exceptional support experiences, we invite you to apply for this exciting opportunity. Please visit our website at [insert link] to register as a candidate and submit your application.

Equal Employment Opportunity

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.

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