Experienced Overnight Customer Care and Technical Support Advisor – EdTech Ecosystem

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.

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're 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 Summary

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 remote support team, you will interact with families of students, address their concerns, and provide technical assistance to ensure the optimal running of all systems. If you're passionate about delivering exceptional customer experiences and have a strong technical background, we encourage you to apply.

Key Responsibilities

* Address student families' concerns and provide introductory information to new users on various products

• Resolve end-user inquiries by utilizing multiple technologies, including telephony, chat, and web-based inquiries
• In a virtual contact center, resolve inbound customer calls and inquiries in a professional and empathetic manner
• Install, maintain, and troubleshoot computers, printers, phones, and other peripheral equipment
• Troubleshoot hardware and software issues
• 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 phones, chats, and emails
• 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 web-based ticketing systems
• 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

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

• National and industry-specific survey data are used to assist in determining compensation
• Factors such as external market rate, budget for the role, and the compensation rates of current employees performing the same function are considered
• Some roles will have variable pay
• 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

Work Environment and Culture

* Remote work opportunities with immediate availability and schedules that offer flexibility

• arenaflex values diversity, inclusion, and belonging, and we're committed to making these values a foundational part of our company culture
• Our team is passionate about delivering exceptional customer experiences and is dedicated to making a positive impact in the education sector

How to Apply

If you're a motivated and customer-focused individual with a strong technical background, we encourage you to apply for this exciting opportunity. Please visit our website at [www.arenaflex.com](http://www.arenaflex.com) to learn more about our company and our career opportunities. Apply for this job