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 that empower learners and educators to achieve their goals. We're committed to fostering a diverse and inclusive workforce, reflecting the global community we serve.
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 invite you to join our team of dedicated professionals.
**About arenaflex**
arenaflex is a leading provider of EdTech solutions, offering a comprehensive platform that supports the enrollment and learning process for institutions worldwide. Our platform enables institutions to deliver efficient, financially sustainable services, improving student engagement and accelerating learning. We're committed to building a better education experience for everyone, extending institutional resources to meet the growing demands of learners.
**Job Responsibilities**
As an Overnight Customer Care and Technical Support Advisor, you'll be responsible for:
* Interacting with student families to address their concerns and provide introductory information on various products
* Resolving end-user inquiries by utilizing multiple technologies, including telephony, chat, and web-based inquiries
* Providing professional and empathetic support in a virtual contact center, resolving inbound customer calls and inquiries
* 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
**Requirements**
To succeed in this role, you'll need:
* 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 the problem
* Ability to perform remote troubleshooting
* Ability to take inbound (voice) phone calls in a conversation-heavy environment
* High-speed internet connection (Cable, Fiber, DSL) with the following requirements:
+ 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
* 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 (AL, AR, FL, GA, IN, KY, LA, MO, MS, NC, NV, OH, OK, PA, SC, TN, TX, WI, WV)
**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**
We offer a competitive hourly rate of $13/hour, based on national and industry-specific survey data. We also provide a range of benefits, including:
* Flexible scheduling to accommodate your needs
* Opportunities for career growth and professional development
* A dynamic and inclusive work environment
* Access to cutting-edge technology and training programs
* A comprehensive benefits package, including health insurance, retirement plans, and paid time off
**How to Apply**
If you're passionate about delivering exceptional customer care and technical support, we invite you to apply for this exciting opportunity. Please submit your application, including your resume and a cover letter, through our website. We look forward to hearing 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.
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