Experienced Overnight Customer Care and Technical Support Advisor – Remote Work Opportunity with arenaflex

Introduction to arenaflex arenaflex is a leading provider of innovative solutions, 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. At arenaflex, we believe in the power of a diverse and inclusive workforce, and as we expand globally, we are committed to making diversity, inclusion, and belonging a foundational part of our hiring practices and company culture. About the Role We are seeking a highly skilled and technically proficient Overnight Customer Care and Technical Support Advisor to join our team. As a key member of our Student Success division, you will play a vital role in providing virtualized support and technology-enabled solutions to the world's most progressive institutions. Your primary responsibility will be to interact with families of students, address their concerns, and serve as a reference point for all IT-related queries at the user level. Key Responsibilities Addressing student families' concerns and providing introductory information to new users on various products Resolving end-user inquiries utilizing multiple technologies, including telephony, chat, and web-based inquiries Installing, maintaining, and troubleshooting computers, printers, phones, and other peripheral equipment Troubleshooting hardware and software issues, completing software installations, and establishing good relationships with all departments and colleagues Serving as the first point of contact for customers seeking technical assistance over the phone, chat, and email, and striving for one-call resolution of customer issues Managing and resolving identified client issues for assigned customer accounts, documenting information into a web-based ticketing system, and searching and navigating the knowledge base to identify appropriate resolutions for client issues Escalating unique issues or inaccurate information contained in the knowledge base to the immediate supervisor for resolution, and 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, and completing special projects as requested by management Candidate Requirements To be successful in this role, you must possess the following essential skills and qualifications: Ability to work from 10:00 pm - 7:00 am EST, including weekends, and availability to train from 9:00 am - 6:00 pm EST for three weeks Strong computer knowledge, including the ability to accurately type at least 25 wpm, and strong interpersonal skills with a high degree of customer service ethic Excellent oral and written communication skills, with the ability to communicate clearly with faculty, students, staff, and team members Ability to walk customers through outlined problem-solving processes using our knowledge base system, ask questions to determine the nature of the problem, and perform remote troubleshooting High School diploma or equivalent combination of education and experience, and at least 18 years old Previous computer experience, including building, configuring, and troubleshooting, and 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, and full professional proficiency in written and spoken English 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 At arenaflex, we offer a competitive pay rate of $13/hour, with opportunities for growth and development in a dynamic and supportive environment. We use national and industry-specific survey data to determine compensation, considering factors such as external market rate, budget for the role, and the compensation rates of current employees performing the same function. Work Environment and Company Culture As a remote worker, you will have the flexibility to work from home in a quiet, distraction-free environment, with a reliable internet connection that meets our technical requirements. Our company culture values diversity, inclusion, and belonging, and we are committed to creating a workplace where everyone feels valued, respected, and empowered to succeed. Career Growth Opportunities and Learning Benefits At arenaflex, we are dedicated to helping our employees grow and develop in their careers. We offer internal training programs, opportunities for professional development, and a supportive environment that encourages learning and innovation. As a member of our team, you will have access to a range of resources and tools to help you succeed in your role and advance in your career. Compensation, Perks, and Benefits In addition to a competitive pay rate, we offer a range of perks and benefits, including opportunities for professional development, a supportive work environment, and a comprehensive benefits package. We are committed to providing a total rewards package that recognizes and rewards our employees' contributions to the company's success. Conclusion If you are a motivated and technically skilled individual with a passion for customer service and technical support, we encourage you to apply for this exciting opportunity to join our team at arenaflex. As an Overnight Customer Care and Technical Support Advisor, you will play a vital role in delivering exceptional support and service to our customers, and contributing to the success of our company. Don't miss out on this chance to join a dynamic and innovative team and take your career to the next level. Apply now and become a part of the arenaflex team! Apply for this job