**Experienced Overnight Customer Care and Technical Support Advisor – Remote US Opportunity**

At arenaflex, we're committed to revolutionizing the education sector by providing innovative, data-driven solutions that empower learners and educators worldwide. As a leading EdTech company, we support over 150 million users across 80 countries, and our mission is to create a more inclusive and dynamic education experience. We're passionate about fostering a diverse and inclusive workforce that reflects the global community we serve. As we continue to expand our reach, we're dedicated to making diversity, inclusion, and belonging a fundamental part of our company culture. Our Student Success division offers cutting-edge 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 goal is to build a better education experience for everyone by extending institutional resources to meet the growing demands of learners. **Join Our Team:** We're seeking a highly skilled and customer-focused Overnight Customer Care and Technical Support Advisor to join our remote team. As a key member of our support team, you'll play a vital role in delivering exceptional customer experiences, resolving technical issues, and ensuring the optimal running of our systems. **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 over the phones, chats, and emails * 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 resolutions 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 **The Ideal Candidate:** We're looking for a highly motivated and technically skilled individual with excellent problem-solving abilities. To succeed in this role, you'll need: * Strong computer knowledge, including the ability to accurately type at least 25 wpm * Strong 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) * 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 **Compensation and Benefits:** We offer a competitive hourly rate of $13/hour, based on national and industry-specific survey data. We also provide a comprehensive benefits package, including: * Flexible scheduling to accommodate your needs * Opportunities for career growth and professional development * A dynamic and inclusive work environment * Access to cutting-edge technology and training programs * A supportive team dedicated to delivering exceptional customer experiences **Work Environment and Culture:** As a remote team member, you'll have the flexibility to work from home and enjoy a comfortable, distraction-free environment. Our company culture is built on the principles of diversity, inclusion, and belonging, and we're committed to creating a workplace that's welcoming and inclusive for all. **How to Apply:** If you're a motivated and customer-focused individual with a passion for delivering exceptional support experiences, we encourage you to apply for this exciting opportunity. Please visit our website at [arenaflex.com](http://arenaflex.com) to learn more about our company and our career opportunities. Apply Now! **Equal Employment Opportunity:** arenaflex 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