Experienced Overnight Customer Care and Technical Support Advisor – EdTech Ecosystem Support

Are you passionate about delivering exceptional customer experiences and technical support in a dynamic and innovative environment? Do you thrive in a fast-paced, remote work setting and have a strong desire to make a positive impact on the education community? If so, we invite you to join blithequark's Student Success team as an Overnight Customer Care and Technical Support Advisor.

About blithequark

blithequark is a leading EdTech company that offers the largest 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, empowering learners and educators to achieve their goals. We believe in the power of a diverse and inclusive workforce and are committed to making diversity, inclusion, and belonging a foundational part of our company culture.

About Student Success

Student Success brings virtualized support and technology-enabled solutions to the world's most progressive institutions. We provide IT Help Desk and comprehensive Student Lifecycle Management services that improve student engagement and accelerate learning. Our platform gives institutions an efficient, financially sustainable way to deliver services through the enrollment and learning process. Our goal is to build a better education experience for everyone by extending institutional resources to meet the growing demands of learners.

Job Summary

As an Overnight Customer Care and Technical Support Advisor, you will be the primary point of contact for customers seeking technical assistance over the phone, chat, and email. You will provide exceptional customer service, troubleshoot technical issues, and ensure the optimal running of all systems. This is a remote, work-from-home opportunity with immediate availability and flexible schedules.

Key Responsibilities

* Address student families' concerns and provide introductory information to new users on various products

• Resolve end-user inquiries by utilizing multiple technologies, including telephony, chat, and web-based inquiries
• In a virtual contact center, resolve inbound customer calls and inquiries in a professional and empathetic manner
• Install, maintain, and troubleshoot computers, printers, phones, and other peripheral equipment
• Troubleshoot hardware and software issues
• Complete software installations
• Establish good relationships with all departments and colleagues
• Serve as the first point of contact for customers seeking technical assistance over the phones, chats, and emails
• Strive for one-call resolution of customer issues while communicating appropriate options in a timely and professional manner
• Manage and resolve identified client issues for assigned customer accounts
• Document information into web-based ticketing systems
• Search and navigate the knowledge base to identify appropriate resolutions for client issues
• Escalate unique issues or inaccurate information contained in the knowledge base to the immediate supervisor for resolution
• Project a favorable image of the company to promote its objectives and goals that enhance client relationships
• Participate in internal training programs to expand knowledge and support multiple clients
• Provide delightful, efficient, and accurate resolutions to customer inquiries
• Complete special projects as requested by management
• Demonstrate empathy, patience, and flexibility during phone calls
• Handle multiple job tasks at one time and escalate issues in a timely manner

Essential Qualifications

* Must be able to work 10:00 pm - 7:00 am EST

• Must be available to work weekends
• Must 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 your scheduled work shift
• Strong computer knowledge, including the ability to accurately type at least 25 wpm
• Strong interpersonal skills and a very 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
• Ability to 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
• 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

Compensation and Benefits

* Pay rate: $13/hour

• We use national and industry-specific survey data to assist in determining compensation
• Consider factors such as external market rate, budget for the role, and the compensation rates of current employees performing the same function
• Some roles will have variable pay
• blithequark is an equal employment opportunity/affirmative action employer and considers qualified applicants for employment without regard to race, gender, age, color, religion, national origin, marital status, disability, sexual orientation, gender identity/expression, protected military/veteran status, or any other legally protected factor

Why Join blithequark?

* Be part of a dynamic and innovative EdTech company that is making a positive impact on the education community

• Work in a remote, work-from-home environment with flexible schedules
• Develop your skills and knowledge in a fast-paced and supportive team
• Enjoy a competitive compensation package and benefits
• Contribute to the success of a company that values diversity, inclusion, and belonging

How to Apply

If you are a motivated and customer-focused individual who is passionate about delivering exceptional technical support, we encourage you to apply for this exciting opportunity. Please visit our website at [www.blithequark.com](http://www.blithequark.com) to learn more about blithequark and our career opportunities. Apply for this job