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 in 80 countries. Our mission is to provide dynamic, data-informed experiences to the global education community, enabling learners and educators to achieve their goals. 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 provide 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 Ability to communicate clearly, both written and orally, with faculty, students, staff, and team members, and ability to walk customers through outlined problem-solving processes using our knowledge base system Ability to ask questions to determine the nature of the problem, perform remote troubleshooting, and take inbound (voice) phone calls in a conversation-heavy environment High School diploma or equivalent combination of education and experience, and must be at least 18 years old Excellent oral and written communication skills, previous computer experience (building, configuring, 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, and analytical orientation with strong attention to detail Full professional proficiency in written and spoken English (equivalent to CEF B2 level or above), and willingness to accept a temporary assignment Must reside in an approved state, and 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, and 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 At arenaflex, we offer a competitive pay rate of $13/hour, with opportunities for growth and development in a dynamic and inclusive work environment. We use national and industry-specific survey data to assist in determining compensation, considering factors such as external market rate, budget for the role, and the compensation rates of current employees performing the same function. Career Growth Opportunities As a member of our team, you will have access to internal training programs, opportunities to expand your knowledge and support multiple clients, and the chance to work on special projects. We are committed to helping you grow and develop in your career, and we offer a range of resources and support to help you achieve your goals. Work Environment and Company Culture At arenaflex, we pride ourselves on our diverse and inclusive work environment, where everyone is valued and respected. We believe in the power of teamwork and collaboration, and we offer a range of benefits and perks to support your well-being and work-life balance. Our company culture is built on a foundation of empathy, patience, and flexibility, and we are committed to making a positive impact on the global education community. How to Apply 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. Please submit your application, including your resume and a cover letter, and we will be in touch with you soon. 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. Conclusion Join our team at arenaflex and become a part of a dynamic and innovative organization that is shaping the future of education. As an Overnight Customer Care and Technical Support Advisor, you will have the opportunity to make a positive impact on the lives of students and educators around the world. Apply now and take the first step towards a rewarding and challenging career with arenaflex. Apply for this job