Introduction to arenaflex
arenaflex is a leading provider of innovative solutions, offering the largest EdTech ecosystem on a global scale, 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 truly diverse and inclusive workforce and 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, improving student engagement and accelerating learning. 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 by 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 and 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 phone, chat, and email
- 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 a web-based ticketing system
- 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
- 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
Essential Qualifications
To be successful in this role, you must possess the following essential qualifications:
- Ability to work from 10:00 pm - 7:00 am EST, including weekends
- 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
- Excellent 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
- 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)
- Willingness to accept a temporary assignment
- Must reside in an approved state
- Must be able to work from home with a high-speed internet connection (Cable, Fiber, DSL) and meet specific internet requirements (40 Mbps Download, 20 Mbps Upload, 100ms Ping or less, Jitter: 40 MS or less, Hardwired Connection)
Preferred Qualifications
While not required, the following preferred qualifications will make you a more competitive candidate:
- 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
Career Growth Opportunities and Learning Benefits
At arenaflex, we are committed to providing our employees with opportunities for growth and development. As a Customer Care and Technical Support Advisor, you will have access to internal training programs, allowing you to expand your knowledge and support multiple clients. You will also have the opportunity to work with a diverse range of technologies and develop your problem-solving skills.
Work Environment and Company Culture
arenaflex offers a dynamic and inclusive work environment, with a strong focus on diversity, inclusion, and belonging. We believe in fostering a culture of collaboration, innovation, and continuous learning, and we are committed to making our workplace a positive and supportive environment for all employees.
Compensation, Perks, and Benefits
The pay rate for this position is $13/hour. We use national and industry-specific survey data to assist in determining compensation, and we consider factors such as external market rate, budget for the role, and the compensation rates of current employees performing the same function. Additionally, we offer a range of perks and benefits, including flexible working hours, remote work opportunities, and professional development opportunities.
Conclusion
If you are a technically skilled individual with excellent communication skills and a passion for providing exceptional customer service, we encourage you to apply for this exciting opportunity. As a Customer Care and Technical Support Advisor at arenaflex, you will have the chance to work with a leading provider of innovative solutions, develop your skills and knowledge, and contribute to the success of our company. Don't miss out on this opportunity to join our team and take your career to the next level. Apply now to become a part of the arenaflex family!
Apply Now