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
- Resolving inbound customer calls and inquiries in a professional and empathetic manner within a virtual contact center
- 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
- 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, 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
- Projecting a favorable image of arenaflex to promote its objectives and goals, enhancing 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, and demonstrating empathy, patience, and flexibility during phone calls
- Handling multiple job tasks at one time and escalating issues in a timely manner
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
- 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 and perform remote troubleshooting
- 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
- 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)
- Must reside in an approved state and be able to work from home with the required internet specifications
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, 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. As a remote worker, you will be part of a virtual team, working closely with colleagues from diverse backgrounds and locations.
Compensation, Perks, and Benefits
The pay rate for this position is $13/hour. We use national and industry-specific survey data to determine compensation, considering 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 benefits, including opportunities for professional growth and development, flexible working arrangements, and a comprehensive benefits package.
Conclusion
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. As a Customer Care and Technical Support Advisor at arenaflex, you will be part of a dynamic team, working to provide innovative solutions to the global education community. Apply now to join our team and take the first step in your career with arenaflex.
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