About careerzynith – Transforming Education Through Technology
careerzynith is a global leader in the education technology space, delivering an expansive ecosystem that empowers more than 150 million learners, educators, and administrators across 80 countries. Our mission is to create data‑driven, personalized experiences that enable every student to thrive and every educator to succeed. We are proud to champion a culture of diversity, inclusion, and belonging, believing that a truly varied workforce fuels innovation and drives better outcomes for the communities we serve.
Our careerzynith Student Success division (formerly known as Student Success) provides virtualized support and technology‑enabled solutions to forward‑thinking institutions. By offering comprehensive IT Help Desk services and end‑to‑end student lifecycle management, we help colleges and universities deliver efficient, financially sustainable support throughout enrollment, learning, and graduation.
Why This Role Matters
As an Overnight Customer Care & Technical Support Advisor, you will be the frontline champion for families, students, and faculty who rely on careerzynith’s platforms to stay connected, learn, and succeed. Your expertise will ensure that technical issues are resolved quickly, that users feel heard and supported, and that the broader educational mission continues uninterrupted during the critical overnight hours.
Key Responsibilities
- Family & Student Support: Respond to inquiries from student families, providing clear, empathetic guidance on enrollment, portal access, and technical concerns.
- Onboarding Assistance: Deliver introductory walkthroughs for new users, explaining product features, login procedures, and best practices.
- Multi‑Channel Issue Resolution: Address inbound calls, live chat messages, and web‑based tickets using a blend of telephony, chat, and email tools.
- Hardware & Peripheral Management: Install, maintain, and troubleshoot computers, printers, phones, and other peripherals in a remote environment.
- Software Support: Perform remote installations, updates, and configuration of operating systems and applications; resolve software conflicts and performance issues.
- First‑Point‑of‑Contact: Serve as the primary technical liaison for users, aiming for one‑call resolution while documenting each interaction in our ticketing system.
- Knowledge Base Utilization: Navigate careerzynith’s internal knowledge base to locate solutions, and flag inaccurate or outdated content for supervisor review.
- Collaboration & Relationship Building: Work closely with internal departments, sharing insights and fostering a cooperative atmosphere that benefits both customers and teammates.
- Continuous Learning: Participate in internal training programs, stay current on emerging education technologies, and apply new skills to support multiple client accounts.
- Special Projects & Process Improvement: Contribute to ad‑hoc initiatives, suggest workflow enhancements, and help refine support processes to increase efficiency.
Required Qualifications
- Availability to work the overnight shift (10 PM – 7 AM EST) on weekdays, with weekend coverage as needed.
- Commitment to a three‑week training period (9 AM – 6 PM EST) prior to the official shift schedule.
- Home office that is quiet, distraction‑free, and equipped with a reliable high‑speed internet connection meeting the specifications below.
- Minimum typing speed of 25 words per minute and strong overall computer literacy.
- High school diploma or equivalent; a combination of education and relevant experience is acceptable.
- At least 18 years of age and legal authorization to work in the United States.
- Excellent oral and written communication skills in English (CEFR B2 level or higher).
- Demonstrated interpersonal skills with a customer‑service mindset, empathy, patience, and the ability to remain calm under pressure.
- Proficiency in remote troubleshooting, including the ability to guide users through step‑by‑step problem‑solving using careerzynith’s knowledge base.
- Experience building, configuring, and troubleshooting personal computers and peripheral devices.
- Familiarity with common internet applications, web browsers, and Microsoft Office suite (Word, Excel, Outlook).
- Technical setup requirements: a hard‑wired Ethernet connection from modem/router to device, 40 Mbps download, 20 Mbps upload, ping ≤ 100 ms, jitter ≤ 40 ms, and no reliance on mobile broadband or satellite connections.
Preferred Qualifications
- College coursework or a degree in a related field (e.g., Information Technology, Computer Science, Education Technology).
- One or more years of experience in a customer service or contact‑center environment, preferably with a focus on technical support.
- Prior exposure to the education sector, e‑learning platforms, or learning management systems.
- Hands‑on experience in a technical help‑desk role, including ticketing systems and remote desktop tools.
Core Skills & Competencies
- Technical Acumen: Ability to diagnose hardware and software issues, perform installations, and guide users through remote troubleshooting.
- Communication Excellence: Clear, concise, and courteous written and verbal communication tailored to diverse audiences (students, parents, faculty, and staff).
- Problem‑Solving Mindset: Analytical orientation with strong attention to detail; capable of asking probing questions to uncover root causes.
- Time Management: Skillful multitasking, prioritizing multiple tickets while meeting service‑level agreements.
- Team Collaboration: Ability to build rapport across departments, share knowledge, and contribute to a positive team dynamic.
- Adaptability: Comfort with evolving technology landscapes and willingness to learn new tools quickly.
Career Growth & Learning Opportunities
careerzynith invests heavily in employee development. As an Overnight Support Advisor, you will have access to:
- Structured onboarding and ongoing training programs that cover advanced troubleshooting, education‑technology trends, and soft‑skill development.
- Mentorship from senior technical specialists and opportunities to shadow higher‑level support tiers.
- Pathways to advance into roles such as Senior Technical Support Analyst, Team Lead, or specialized positions in product support, training, and quality assurance.
- Certification sponsorships (e.g., CompTIA A+, Microsoft Certified: Modern Desktop Administrator) to deepen your technical credentials.
Work Environment & Culture at careerzynith
Our remote workforce thrives on flexibility, autonomy, and a supportive community. careerzynith promotes:
- Inclusive Culture: A commitment to diversity, equity, and inclusion that permeates hiring, promotion, and everyday interactions.
- Work‑Life Balance: Flexible scheduling, generous paid time off, and a focus on employee well‑being.
- Collaborative Tools: Access to modern communication platforms (Slack, Teams, Zoom) that keep remote teams connected.
- Recognition Programs: Regular acknowledgment of outstanding performance through awards, shout‑outs, and incentive bonuses.
Compensation, Perks & Benefits
careerzynith offers a competitive hourly rate of $13 per hour, supplemented by variable pay components based on performance and market benchmarks. Additional benefits include:
- Health, dental, and vision insurance options.
- Retirement savings plan with employer matching.
- Paid holidays, vacation, and sick leave.
- Employee assistance program (EAP) for mental‑health support.
- Technology stipend to help maintain your home office setup.
- Opportunities for career advancement and internal mobility.
Eligibility & Geographic Requirements
This position is open to candidates residing in the following states: AL, AR, FL, GA, IN, KY, LA, MO, MS, NC, NV, OH, OK, PA, SC, TN, TX, WI, WV. Applicants must meet the internet connectivity standards outlined above and be able to work from a dedicated home workspace.
How to Apply
If you are passionate about supporting learners and educators, thrive in a fast‑paced technical environment, and are ready to make a meaningful impact during the overnight hours, we want to hear from you. Join careerzynith and become part of a mission‑driven team that is reshaping the future of education.
Apply Now – Start Your Journey with careerzynith!
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