Introduction to blithequark
At blithequark, we are passionate about providing dynamic, data-informed experiences to the global education community, empowering learners and educators to achieve their goals. As a leader in the EdTech industry, we support over 150 million users in 80 countries, making us the largest EdTech ecosystem on a global scale. Our mission is built on the foundation of diversity, inclusion, and belonging, and we are committed to fostering a truly diverse and inclusive workforce as we expand globally.
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 play a vital role in delivering virtualized support and technology-enabled solutions to the world's most progressive institutions. Your primary responsibility will be to provide exceptional customer care and technical support to families of students, addressing their concerns, and resolving technical issues in a timely and professional manner.
Key Responsibilities
- Addressing student families' concerns and providing introductory information to new users on various products
- Resolving end-user inquiries utilizing multiple technologies, including telephony, chat, and web-based inquiries
- Installing, maintaining, and troubleshooting computers, printers, phones, and other peripheral equipment
- Troubleshooting hardware and software issues, completing software installations, and establishing good relationships with all departments and colleagues
- Serving as the first point of contact for customers seeking technical assistance over the phones, chats, and emails, and striving for one-call resolution of customer issues
- Managing and resolving identified client issues for assigned customer accounts, documenting information into a web-based ticketing system, and searching and navigating the knowledge base to identify appropriate resolutions for client issues
- Escalating unique issues or inaccurate information contained in the knowledge base to the immediate supervisor for resolution, and projecting a favorable image of blithequark to promote 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, and completing special projects as requested by management
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, and strong interpersonal skills with a high degree of customer service ethic
- Ability to communicate clearly, both written and orally, with faculty, students, staff, and team members, and 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, perform remote troubleshooting, and take inbound (voice) phone calls in a conversation-heavy environment
- Must have either an ISP-provided modem that allows a third-party VOIP or a personal modem and personal router without restrictions
- High School diploma or equivalent combination of education and experience, and must be at least 18 years old
- 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), and willingness to accept a temporary assignment
- Must reside in an approved state and 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, and Hardwired Connection
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
Career Growth Opportunities and Learning Benefits
At blithequark, we are committed to providing our employees with opportunities for growth and development. As an Overnight Customer Care and Technical Support Advisor, you will have access to internal training programs, which will enable you to expand your knowledge and support multiple clients. You will also have the opportunity to work with a diverse range of technologies and develop your problem-solving skills, which will be essential for your career growth and advancement.
Work Environment and Company Culture
At blithequark, we pride ourselves on our dynamic and inclusive work environment. We believe in fostering a culture of diversity, inclusion, and belonging, and we are committed to making our workplace a welcoming and supportive space for all employees. As a remote worker, you will be part of a virtual team that is passionate about delivering exceptional customer care and technical support to our clients. You will have the opportunity to collaborate with colleagues from diverse backgrounds and industries, and you will be supported by a comprehensive training program that will enable you to succeed in your role.
Compensation, Perks, and Benefits
We offer a competitive pay rate of $13/hour, which is determined based on national and industry-specific survey data. We also consider factors such as external market rate, budget for the role, and the compensation rates of current employees performing the same function. In addition to your salary, you will have access to a range of perks and benefits, including opportunities for career growth and development, a comprehensive training program, and a dynamic and inclusive work environment.
Conclusion
If you are a highly skilled and technically proficient individual who is passionate about delivering exceptional customer care and technical support, we encourage you to apply for this exciting opportunity. As an Overnight Customer Care and Technical Support Advisor at blithequark, you will have the opportunity to work with a diverse range of technologies, develop your problem-solving skills, and contribute to the success of our clients. You will be part of a virtual team that is passionate about delivering exceptional customer care and technical support, and you will be supported by a comprehensive training program that will enable you to succeed in your role. Don't miss out on this opportunity to join our team and contribute to the success of blithequark. Apply now and take the first step towards an exciting and rewarding career in customer care and technical support.
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