At arenaflex, we're revolutionizing the education sector with cutting-edge technology and innovative solutions. As a leading EdTech company, we're committed to empowering educators and learners worldwide to achieve their goals. Our mission is to provide dynamic, data-informed experiences that transform the way education is delivered and consumed.
We're now seeking an experienced and highly skilled Customer Care and Technical Support Advisor to join our team. As a key member of our Student Success division, you'll play a vital role in delivering exceptional customer experiences and resolving technical issues for our clients. If you're passionate about education, technology, and customer service, this is an exciting opportunity to join a dynamic team and make a real impact.
**The Opportunity:**
arenaflex is a global leader in the EdTech industry, supporting over 150 million users in 80 countries. Our platform provides comprehensive Student Lifecycle Management services, IT Help Desk support, and virtualized support solutions to progressive institutions worldwide. We're committed to building a better education experience for everyone by extending institutional resources to meet the growing demands of learners.
**The Role:**
As a Customer Care and Technical Support Advisor, you'll be responsible for:
* Interacting with families of students to address their concerns and provide introductory information on various products
* Resolving end-user inquiries by utilizing multiple technologies, including telephony, chat, and web-based inquiries
* Troubleshooting hardware and software issues, installing, maintaining, and configuring computers, printers, phones, and other peripheral equipment
* Establishing good relationships with all departments and colleagues, serving as the first point of contact for customers seeking technical assistance
* Striving for one-call resolution of customer issues while communicating appropriate options in a timely and professional manner
* Managing and resolving identified client issues for assigned customer accounts
* Documenting information into web-based ticketing systems
* 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
* Projecting a favorable image of the company 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
* Completing special projects as requested by management
* Demonstrating empathy, patience, and flexibility during phone calls
* Handling multiple job tasks at one time and escalating issues in a timely manner
**The Candidate:**
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-speed internet connection (Cable, Fiber, DSL) with the following requirements:
+ 40 Mbps Download
+ 20 Mbps Upload
+ 100ms Ping or less
+ Jitter: 40 MS or less
+ Hardwired connection from the modem/router to the device, no splits/gaps or usage of Wi-Fi bridges
* 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
**Preferred Skills:**
* 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:**
* Competitive hourly rate of $13/hour
* Flexible scheduling with immediate availability
* Remote work opportunities with a quiet, distraction-free environment
* Opportunities for career growth and professional development
* Collaborative and dynamic work environment
* Recognition and rewards for outstanding performance
* Comprehensive benefits package, including health insurance, paid time off, and retirement savings plan
**Why Join arenaflex?**
At arenaflex, we're passionate about empowering educators and learners worldwide to achieve their goals. We're committed to creating a diverse and inclusive workforce that reflects the communities we serve. As a member of our team, you'll have the opportunity to:
* Work with a global leader in the EdTech industry
* Contribute to the development of innovative solutions that transform education
* Collaborate with a talented and dedicated team of professionals
* Enjoy a dynamic and flexible work environment
* Pursue career growth and professional development opportunities
* Make a real impact on the lives of educators and learners worldwide
**How to Apply:**
If you're a motivated and customer-focused individual with a passion for education and technology, we encourage you to apply for this exciting opportunity. Please submit your application, including your resume and a cover letter, to our online portal. We look forward to hearing from you!