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. We're committed to fostering a diverse and inclusive workforce, reflecting the rich tapestry of our global user base.
As a key member of our Student Success team, you'll play a vital role in delivering exceptional customer care and technical support to our users. If you're passionate about education, technology, and delivering outstanding customer experiences, we want to hear from you!
**About arenaflex**
arenaflex is a leading provider of EdTech solutions, dedicated to transforming the education landscape. Our platform offers a comprehensive suite of tools and services, including IT Help Desk and Student Lifecycle Management, designed to improve student engagement and accelerate learning. We're committed to building a better education experience for everyone, extending institutional resources to meet the growing demands of learners.
**The Opportunity**
We're seeking an experienced Customer Care and Technical Support Advisor to join our team, working remotely from the comfort of your own home. As a key member of our support team, you'll be responsible for providing top-notch technical support to our users, addressing their concerns, and ensuring the optimal running of all systems. If you're a technically skilled individual with excellent problem-solving abilities, we want to hear from you!
**Key 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 experienced individual with:
* Strong computer knowledge, including the ability to accurately type at least 25 wpm
* Strong interpersonal skills and a very 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 the 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
**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
**Work Environment and Company Culture**
As a remote employee, you'll have the flexibility to work from the comfort of your own home, with a quiet and distraction-free environment. Our company culture values diversity, inclusion, and belonging, and we're committed to creating a workplace that's welcoming and inclusive for all employees.
**Compensation and Benefits**
We offer a competitive hourly rate of $13/hour, with opportunities for career growth and professional development. Our benefits package includes:
* Comprehensive health insurance
* 401(k) retirement plan
* Paid time off and holidays
* Professional development opportunities
* Flexible work arrangements
**How to Apply**
If you're a motivated and experienced individual with a passion for education and technology, we want to hear from you! Please submit your application, including your resume and a cover letter, to [insert contact information]. We can't wait to hear from you!
**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.
**Approved 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
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