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
Essential Qualifications
- Must be able to work 10:00 pm - 7:00 am EST, including weekends, and be available to train 9:00 am - 6:00 pm EST for three weeks
- Must be able to work from home in a quiet, distraction-free environment without any conflicting responsibilities during scheduled work shifts
- 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
- Must have either an ISP-provided modem that allows a third-party VOIP or a personal modem and personal router without restrictions
- 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), willingness to accept a temporary assignment, and must reside in an approved state
- 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, Hardwired Connection, and Wired connection from the modem/router to the device
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
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, which will enable 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 role is $13/hour, and we offer a range of benefits, including opportunities for career growth and development, a dynamic and inclusive work environment, and a comprehensive compensation package. We also consider factors such as external market rate, budget for the role, and the compensation rates of current employees performing the same function.
Conclusion
If you are a highly skilled and technically proficient 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 a Customer Care and Technical Support Advisor, you will play a critical role in providing virtualized support and technology-enabled solutions to the world's most progressive institutions. Don't miss out on this chance to join a dynamic and inclusive team and take your career to the next level. Apply now to become a part of the arenaflex team!
Apply Now