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 learners and educators alike by providing dynamic, data-driven experiences that foster growth and achievement. As a global leader in education technology, we are committed to cultivating a diverse and inclusive workforce that embodies the values of diversity, inclusion, and belonging.

About blithequark's Student Success Initiative

Our Student Success division is dedicated to delivering virtualized support and technology-enabled solutions to progressive educational institutions worldwide. By providing comprehensive IT Help Desk services and Student Lifecycle Management solutions, we enhance student engagement, accelerate learning, and create a more efficient and sustainable education experience.

The Role: Overnight Customer Care and Technical Support Advisor

We are seeking a highly skilled and technically adept Customer Care and Technical Support Advisor to join our team. As a key member of our support staff, you will be the primary point of contact for students' families, addressing their concerns, and resolving IT-related queries in a timely and professional manner.

Key Responsibilities:

• Addressing concerns and queries from student families, providing introductory information on various products and services
• Resolving end-user inquiries via multiple channels, including telephony, chat, and web-based inquiries
• Troubleshooting hardware and software issues, performing remote troubleshooting, and completing software installations
• Serving as the first point of contact for customers seeking technical assistance, striving for one-call resolution of customer issues
• Managing and resolving identified client issues for assigned customer accounts, documenting information into our web-based ticketing system
• Escalating unique issues or inaccurate information to the immediate supervisor for resolution
• Projecting a favorable image of blithequark, promoting 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, handling multiple job tasks at one time, and escalating issues in a timely manner

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 the ability to accurately type at least 25 wpm
• Excellent oral and written communication skills, with the ability to communicate clearly with faculty, students, staff, and team members
• High School diploma or equivalent combination of education and experience
• Previous computer experience (building, configuring, troubleshooting)
• Knowledge of internet applications and proficiency in MS Office computer applications, including Word and Excel
• Analytical orientation with strong attention to detail and full professional proficiency in written and spoken English (equivalent to CEF B2 level or above)
• Ability to work from home in a quiet, distraction-free environment with a high-speed internet connection (Cable, Fiber, DSL)

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, along with opportunities for growth and development. Our compensation package is informed by national and industry-specific survey data, ensuring that our rates are fair and reflective of the market. We also consider factors such as external market rate, budget for the role, and the compensation rates of current employees performing the same function.

Career Growth and Learning Benefits:

As a member of the blithequark team, you will have access to ongoing training and development opportunities, enabling you to expand your knowledge and skills in a rapidly evolving industry. Our commitment to diversity, inclusion, and belonging creates a culture that fosters growth, innovation, and collaboration.

Work Environment and Company Culture:

blithequark is a remote-friendly organization that values flexibility and work-life balance. As an Overnight Customer Care and Technical Support Advisor, you will work from home, requiring a quiet, distraction-free environment with a reliable high-speed internet connection. Our company culture is built on a foundation of empathy, patience, and flexibility, ensuring that our team members are supported and empowered to deliver exceptional customer experiences.

Compensation, Perks, and Benefits:

While specific benefits may vary, blithequark is committed to providing a comprehensive compensation package that includes competitive pay, opportunities for growth, and a range of benefits that support the well-being of our team members.

Join the blithequark Team: Make a Difference in Education

If you are a motivated and technically skilled individual with a passion for delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity. As an Overnight Customer Care and Technical Support Advisor at blithequark, you will be part of a dynamic team that is shaping the future of education. Apply now and join our mission to empower learners and educators worldwide.

blithequark is an equal employment opportunity/affirmative action employer, committed to diversity, inclusion, and belonging. We consider 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.