Overnight Customer Care and Technical Support Advisor at blithequark - Remote US Opportunity

Join the blithequark Team: Revolutionizing Education through Technology

blithequark is at the forefront of the EdTech revolution, supporting over 150 million users across 80 countries. Our mission is to empower the global education community with dynamic, data-informed experiences, enabling learners and educators to achieve their goals. As we continue to expand globally, we are committed to fostering a diverse and inclusive workforce, where diversity, inclusion, and belonging are integral to our hiring practices and company culture.

About Student Success at blithequark

Student Success, a part of blithequark, brings virtualized support and technology-enabled solutions to progressive institutions worldwide. We provide comprehensive IT Help Desk and Student Lifecycle Management services that enhance student engagement and accelerate learning. Our platform helps institutions deliver efficient and financially sustainable services throughout the enrollment and learning process, ultimately building a better education experience for everyone.

The Role: Overnight Customer Care and Technical Support Advisor

We are seeking technically skilled and customer-focused individuals to join our team as Overnight Customer Care and Technical Support Advisors. As a key member of our support team, you will be the primary point of contact for student families and users, addressing their concerns, resolving IT-related queries, and ensuring the optimal running of our systems.

Key Responsibilities:

• Addressing student families' concerns and providing timely resolutions
• Providing introductory information to new users on various products and services
• Resolving end-user inquiries via multiple channels, including telephony, chat, and web-based inquiries
• Troubleshooting hardware and software issues, and performing remote troubleshooting
• Installing, maintaining, and troubleshooting computers, printers, phones, and other peripheral equipment
• Completing software installations and ensuring system updates
• Documenting information into our web-based ticketing system and maintaining accurate records
• Escalating complex issues to supervisors and collaborating with internal teams to resolve customer issues
• Projecting a favorable image of blithequark and promoting its objectives and goals
• Participating in internal training programs to expand knowledge and support multiple clients
• Providing delightful, efficient, and accurate resolutions to customer inquiries

Essential Qualifications:

• Ability to work overnight shifts (10:00 pm - 7:00 am EST) and weekends
• Availability to train during daytime hours (9:00 am - 6:00 pm EST) for three weeks
• Strong computer knowledge, including typing at least 25 wpm and proficiency in MS Office applications
• Excellent oral and written communication skills, with the ability to communicate clearly and empathetically
• Previous computer experience, including building, configuring, and troubleshooting
• Analytical orientation with strong attention to detail and problem-solving skills
• Full professional proficiency in written and spoken English (equivalent to CEF B2 level or above)
• High School diploma or equivalent combination of education and experience
• Ability to work from home in a quiet, distraction-free environment with a stable internet connection

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

What We Offer:

At blithequark, we offer a competitive pay rate of $13/hour, as well as opportunities for growth and development. 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.

Work Environment and Company Culture:

As a remote team, we offer the flexibility to work from home, with the opportunity to be part of a dynamic and global team. Our company culture values diversity, inclusion, and belonging, and we are committed to creating a work environment that is inclusive and supportive.

Career Growth Opportunities:

At blithequark, we are committed to the growth and development of our employees. As a Customer Care and Technical Support Advisor, you will have the opportunity to develop your skills and expertise, and advance your career within the company.

Compensation, Perks, and Benefits:

We offer a comprehensive compensation package, including a competitive pay rate, as well as opportunities for variable pay. We also provide a range of benefits, including the opportunity to work with a dynamic and global team, and to be part of a company that is shaping the future of education.

Join Our Team: Apply Now!

If you are a motivated and customer-focused individual with a passion for technology and education, we encourage you to apply for this exciting opportunity. As an equal employment opportunity/affirmative action employer, blithequark 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.

This position is available for 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. If you are a resident of one of these states and are ready to join our team, please apply now!

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