Introduction to arenaflex
arenaflex is a leading provider of innovative solutions, supporting over 150 million users worldwide. Our mission is to deliver dynamic, data-informed experiences that empower learners and educators to achieve their goals. We believe in the power of diversity, inclusion, and belonging, and we are committed to making these values 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 exceptional support to families of students, addressing their concerns, and resolving technical issues in a timely and professional manner. If you are passionate about delivering outstanding customer service, have excellent problem-solving skills, and are comfortable working in a fast-paced, remote environment, 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 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 arenaflex 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
Essential Qualifications
- Must be able to work 10:00 pm - 7:00 am EST, including weekends, and be available to train 9:00 am - 6:00 pm EST for three weeks
- Must be able to work from home in a quiet, distraction-free environment without any conflicting responsibilities during scheduled work shifts
- 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 and perform remote troubleshooting
- 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 and proficiency in MS Office computer applications, including Word and Excel
- 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
Technical Requirements
To perform this role, you will need to have a reliable computer, high-speed internet connection, and a quiet, distraction-free workspace. The following technical specifications are required:
- 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
Career Growth Opportunities and Learning Benefits
At arenaflex, we are committed to the growth and development of our employees. As a Customer Care and Technical Support Advisor, you will have access to internal training programs, opportunities to expand your knowledge and skills, and the chance to work with a diverse range of clients and technologies. Our goal is to provide a supportive and inclusive environment that fosters professional growth and development.
Work Environment and Company Culture
arenaflex is a dynamic and innovative company that values diversity, inclusion, and belonging. We believe in creating a work environment that is collaborative, supportive, and empowering. As a remote employee, you will be part of a virtual team that is passionate about delivering exceptional customer service and support. We offer a range of benefits, including flexible scheduling, opportunities for professional growth, and a competitive compensation package.
Compensation and Benefits
The pay rate for this role is $13/hour. 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. Additionally, we offer a range of benefits, including opportunities for professional growth, flexible scheduling, and a supportive work environment.
Conclusion
If you are a motivated and technically skilled individual who is passionate about delivering exceptional customer service, we encourage you to apply for this exciting opportunity. As a Customer Care and Technical Support Advisor at arenaflex, you will be part of a dynamic and innovative team that is committed to making a positive impact in the education sector. Apply now to join our team and start your journey with arenaflex.
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