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 values of our organization.
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 providing top-notch service, we invite you to join our team of dedicated professionals.
**About arenaflex**
arenaflex is a global leader in EdTech, dedicated to transforming the education landscape. Our platform provides IT Help Desk and comprehensive Student Lifecycle Management services, improving student engagement and accelerating learning. We're committed to building a better education experience for everyone by 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 overnight support team. As a key member of our team, you'll be responsible for providing exceptional support to our users, addressing their concerns, and ensuring the optimal running of our systems. If you're a technically skilled individual with excellent problem-solving abilities, we encourage you to apply.
**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
* 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
**Essential Qualifications**
* 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
* 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
+ Wired connection from the modem/router to the device, no splits/gaps or usage of Wi-Fi bridges
**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
**Work Environment and Culture**
As a remote employee, you'll have the flexibility to work from home, enjoying a quiet and distraction-free environment. Our team is committed to fostering a culture of inclusivity, diversity, and respect, where everyone feels valued and supported. We're passionate about providing exceptional customer care and technical support, and we're looking for like-minded individuals to join our team.
**Compensation and Benefits**
We offer a competitive hourly rate of $13/hour, based on national and industry-specific survey data. We also provide a comprehensive benefits package, including:
* Flexible scheduling and remote work options
* Opportunities for career growth and professional development
* Access to cutting-edge technology and training programs
* Collaborative and supportive team environment
* Recognition and rewards for outstanding performance
**How to Apply**
If you're a motivated and customer-focused individual with a passion for education and technology, we invite you to apply for this exciting opportunity. Please visit our website to submit your application, and join our team of dedicated professionals who are shaping the future of education.
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