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

At arenaflex, we're revolutionizing the education sector with our cutting-edge EdTech ecosystem, 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. As we continue to expand globally, we're committed to fostering a diverse and inclusive workforce that reflects the values of our organization. **About arenaflex** arenaflex is a leading provider of EdTech solutions, dedicated to making a positive impact on the education sector. Our platform offers a comprehensive suite of tools and services that improve student engagement, accelerate learning, and enhance the overall education experience. With a strong focus on innovation and customer satisfaction, we're constantly pushing the boundaries of what's possible in EdTech. **The Opportunity** We're seeking an experienced and technically skilled Customer Care and Technical Support Advisor to join our team. As a key member of our support team, you'll play a vital role in delivering exceptional customer experiences, resolving technical issues, and ensuring the optimal running of our systems. If you're passionate about education, technology, and customer service, we'd love to hear from you. **Position Responsibilities** As a Customer Care and Technical Support Advisor, you'll 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 * In a virtual contact center, resolving inbound customer calls and inquiries in a professional and empathetic manner * 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 **The Candidate** We're looking for a highly skilled and customer-focused individual who can work effectively in a remote environment. The ideal candidate will possess: * 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 a problem * Ability to perform remote troubleshooting * Ability to take inbound (voice) phone calls in a conversation-heavy environment * 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 Skills** * 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** We offer a competitive hourly rate of $13/hour, with opportunities for career growth and professional development. Our comprehensive benefits package includes: * Flexible work schedule with immediate availability * Remote work opportunities with a quiet, distraction-free environment * Opportunities for professional growth and development * Comprehensive benefits package, including health insurance, retirement plan, and paid time off * Access to cutting-edge technology and training programs * Collaborative and dynamic work environment **Equal Employment Opportunity** 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. **Available 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 **How to Apply** If you're passionate about education, technology, and customer service, we'd love to hear from you. Please submit your application through our website, including your resume, cover letter, and any relevant certifications or experience. Apply for this job