Experienced Overnight Customer Care and Technical Support Advisor – Remote Technical Support and Customer Service Expert for Education Technology Solutions

Introduction to blithequark

blithequark is a leading provider of education technology solutions, supporting over 150 million users in 80 countries. Our mission is to provide dynamic, data-informed experiences to the global education community, enabling 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 proficient 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 responsibility will be to interact with families of students, address their concerns, and provide technical support to ensure the optimal running of all systems.

Key Responsibilities

• Address student families' concerns and provide introductory information to new users on various products
• Resolve end-user inquiries utilizing multiple technologies, including telephony, chat, and web-based inquiries
• Install, maintain, and troubleshoot computers, printers, phones, and other peripheral equipment
• Troubleshoot hardware and software issues, complete software installations, and establish good relationships with all departments and colleagues
• Serve 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
• Manage and resolve identified client issues for assigned customer accounts, documenting information into a web-based ticketing system
• Search and navigate the knowledge base to identify appropriate resolutions for client issues, escalating unique issues or inaccurate information to the immediate supervisor for resolution
• Project a favorable image of blithequark to promote its objectives and goals, enhancing client relationships
• Participate in internal training programs to expand knowledge and support multiple clients, providing delightful, efficient, and accurate resolutions to customer inquiries

Candidate Requirements

To be successful in this role, you must possess the following essential skills and qualifications:

• Ability to work 10:00 pm - 7:00 am EST, including weekends, and availability to train 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 and perform remote troubleshooting
• High School diploma or equivalent combination of education and experience
• Must be at least 18 years old, with excellent oral and written communication skills
• Previous computer experience (building, configuring, troubleshooting) and 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 and analytical orientation with strong attention to detail
• Full professional proficiency in written and spoken English (equivalent to CEF B2 level or above)

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, with opportunities for career growth and professional 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

blithequark is committed to creating a diverse and inclusive work environment, where employees can thrive and grow. We offer remote work opportunities, flexible schedules, and a comprehensive benefits package. Our company culture values empathy, patience, and flexibility, and we strive to provide a positive and supportive work environment for all employees.

How to Apply

If you are a motivated and technically skilled individual with a passion for customer service and education technology, we encourage you to apply for this exciting opportunity. Please submit your application, including your resume and a cover letter, to be considered for this role. 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.

Conclusion

Join blithequark as an Overnight Customer Care and Technical Support Advisor and become part of a dynamic team dedicated to providing exceptional education technology solutions. With a commitment to diversity, inclusion, and belonging, we offer a unique and rewarding work environment that values empathy, patience, and flexibility. Apply today and take the first step towards a fulfilling career in customer service and technical support!