Introduction to blithequark
blithequark 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 deliver 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 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 adept 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 responsibilities will include interacting with families of students to address their concerns, serving as a reference point for all IT-related queries at the user level, responding to user needs in a timely manner, and ensuring the optimal running of all systems.
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
- Installing, maintaining, and troubleshooting computers, printers, phones, and other peripheral equipment
- Troubleshooting hardware and software issues and 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 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
- 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 blithequark 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
Requirements
To be successful in this role, you must possess the following essential skills and qualifications:
- Ability to work from 10:00 pm - 7:00 am EST, including weekends
- Availability to train from 9:00 am - 6:00 pm EST for three weeks
- Strong computer knowledge, including the ability to accurately type at least 25 wpm
- Excellent 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
- Ability to perform remote troubleshooting
- Ability to take inbound (voice) phone calls in a conversation-heavy environment
- 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)
- Willingness to accept a temporary assignment
- Must reside in an approved state
- Must be able to work from home with a high-speed internet connection (Cable, Fiber, DSL) and meet specific internet requirements (40 Mbps Download, 20 Mbps Upload, 100ms Ping or less, Jitter: 40 MS or less, Hardwired Connection)
Preferred Qualifications
While not essential, the following skills and qualifications are preferred:
- 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 and Learning Benefits
At blithequark, 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
blithequark offers a dynamic and inclusive work environment that values diversity, equity, and inclusion. We believe in fostering a culture of collaboration, innovation, and continuous learning. As a remote employee, you will be part of a virtual team that is passionate about delivering exceptional customer experiences and making a positive impact on the education community.
Compensation and Benefits
The pay rate for this role is $13/hour. We offer a competitive compensation package, which includes a comprehensive benefits program, opportunities for professional growth and development, and a flexible work environment. We also provide a range of perks and benefits, including access to cutting-edge technologies, a collaborative and dynamic work environment, and a commitment to work-life balance.
Conclusion
If you are a technically skilled and customer-focused individual with a passion for delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity. As a Customer Care and Technical Support Advisor at blithequark, you will be part of a team that is dedicated to making a positive impact on the education community. Don't miss out on this chance to join a dynamic and innovative company that values diversity, inclusion, and employee growth. Apply now to take the first step in your career journey with blithequark!
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