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

Are you a customer-centric, technically skilled individual with a passion for delivering exceptional support experiences? Do you thrive in a fast-paced, dynamic environment where no two calls are ever the same? If so, we invite you to join our team at blithequark as an Overnight Customer Care and Technical Support Advisor. **About blithequark** blithequark is a leading EdTech company that has revolutionized the way educational institutions deliver services to their students. With a global presence in 80 countries and over 150 million users, we provide a comprehensive suite of solutions that empower learners and educators to achieve their goals. Our mission is to create a more inclusive and equitable education ecosystem, and we're committed to making diversity, inclusion, and belonging a core part of our company culture. **About Student Success** Student Success is a division of blithequark that specializes in providing virtualized support and technology-enabled solutions to the world's most progressive institutions. Our platform gives institutions an efficient, financially sustainable way to deliver services through the enrollment and learning process, improving student engagement and accelerating learning. We're dedicated to building a better education experience for everyone, and we're looking for talented individuals like you to join our team. **Job Summary** As an Overnight Customer Care and Technical Support Advisor, you will be the first point of contact for customers seeking technical assistance over the phone, chat, or email. You will be responsible for resolving end-user inquiries, troubleshooting hardware and software issues, and providing exceptional customer service experiences. If you're a problem-solver with a passion for delivering outstanding support, we encourage you to apply for this exciting opportunity. **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 * 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 resolution 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** * 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 **Work Environment and Culture** As a remote employee, you will have the flexibility to work from home and enjoy a quiet, distraction-free environment. Our virtual contact center is designed to provide a collaborative and supportive work environment, where you can thrive and grow as a professional. We're committed to creating a culture that values diversity, inclusion, and belonging, and we encourage applicants from all backgrounds to apply. **Compensation and Benefits** * Pay rate: $13/hour * We use national and industry-specific survey data to assist in determining compensation * We 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 **How to Apply** If you're a customer-centric, technically skilled individual with a passion for delivering exceptional support experiences, we invite you to apply for this exciting opportunity. Please submit your application through our website, and we'll review your qualifications and experience. We look forward to hearing from you! **Equal Employment Opportunity** 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. **Approved States** 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 Apply for this job