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 a comprehensive EdTech ecosystem that supports over 150 million users worldwide. Our mission is to empower learners and educators by providing dynamic, data-informed experiences that facilitate goal achievement. We value diversity, inclusion, and belonging, and we're committed to fostering a culture that reflects these principles.

About Our Student Success Division

Our Student Success division is at the forefront of delivering virtualized support and technology-enabled solutions to progressive institutions. We provide IT help desk services and student lifecycle management solutions that enhance student engagement and accelerate learning. Our platform offers an efficient and financially sustainable way for institutions to deliver services throughout the enrollment and learning process.

The Role: Overnight Customer Care and Technical Support Advisor

We're 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'll interact with student families, address IT-related queries, and provide timely resolutions to user inquiries. This is a remote work opportunity with flexible scheduling.

Key Responsibilities:

• Address concerns from student families and provide introductory information to new users on various products
• Resolve end-user inquiries via 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, serving as the first point of contact for customers seeking technical assistance
• Strive for one-call resolution of customer issues while communicating options in a timely and professional manner
• Document information into a web-based ticketing system and search the knowledge base to identify appropriate resolutions for client issues
• Escalate unique issues or inaccurate information to the immediate supervisor for resolution
• Project a favorable image of blithequark to promote its objectives and goals, enhancing 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 and demonstrate empathy, patience, and flexibility during phone calls

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 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 and perform remote troubleshooting
• 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 specific 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

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'll enjoy:

• Competitive pay rate of $13/hour
• Opportunities for career growth and professional development
• Flexible remote work arrangements with a focus on work-life balance
• A diverse and inclusive work environment that values individual perspectives
• Comprehensive training programs to enhance your skills and knowledge

Why Join blithequark?

At blithequark, we're committed to making a positive impact in the education sector. By joining our team, you'll be part of a dynamic and innovative organization that values diversity, inclusion, and customer satisfaction. We're looking for talented individuals who share our passion for education and technology.

How to Apply:

If you're a motivated and customer-focused individual with a passion for technology and education, we encourage you to apply for this exciting opportunity. Please submit your application, including your resume and a cover letter, to join our team as an Overnight Customer Care and Technical Support Advisor.

Don't miss this chance to be part of a leading education technology company and make a difference in the lives of learners and educators worldwide.