**Experienced Overnight Customer Care and Technical Support Advisor – EdTech Ecosystem Support**

Are you a customer-centric, tech-savvy individual with a passion for delivering exceptional support experiences? Do you thrive in a fast-paced, dynamic environment where no two calls are ever the same? If so, we invite you to join blithequark's Student Success team as an Overnight Customer Care and Technical Support Advisor. At blithequark, we're revolutionizing the education sector with our cutting-edge EdTech ecosystem, supporting over 150 million users in 80 countries. Our mission is to empower learners and educators to achieve their goals by providing dynamic, data-informed experiences. As a key member of our Student Success team, you'll play a vital role in delivering top-notch support to our customers, ensuring their success and satisfaction. **About blithequark** blithequark is a global leader in the EdTech industry, committed to making diversity, inclusion, and belonging a fundamental part of our company culture. We believe that a diverse and inclusive workforce is essential to driving innovation and delivering exceptional results. As we expand our global presence, we're seeking talented individuals who share our values and are passionate about making a difference in the education sector. **About Student Success** Student Success is a pioneering team within blithequark, dedicated to providing virtualized support and technology-enabled solutions to the world's most progressive institutions. Our comprehensive Student Lifecycle Management services improve student engagement and accelerate learning, while our IT Help Desk ensures that institutions can deliver services efficiently and sustainably. Our goal is to build a better education experience for everyone, and we're looking for talented individuals to join our team. **Job Responsibilities** As an Overnight Customer Care and Technical Support Advisor, you'll be responsible for: * Addressing student families' concerns and providing introductory information to new users on various products * Resolving end-user inquiries by utilizing multiple technologies, including telephony, chat, and web-based inquiries * In a virtual contact center, resolving inbound customer calls and inquiries in a professional and empathetic manner * Installing, maintaining, and troubleshooting computers, printers, phones, and other peripheral equipment * Troubleshooting hardware and software issues * Completing software installations * 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 * 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 resolution 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 **Requirements** 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 very 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 * Must be able to work from home in a quiet, distraction-free environment without any conflicting responsibilities during your scheduled work shift * Must be available to work 10:00 pm - 7:00 am EST, including weekends * Must be available to train 9:00 am - 6:00 pm EST for three weeks * Must be at least 18 years old * High School diploma or equivalent combination of education and experience * 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 (AL, AR, FL, GA, IN, KY, LA, MO, MS, NC, NV, OH, OK, PA, SC, TN, TX, WI, WV) **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, determined using 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. Some roles may have variable pay. As a member of our team, you'll enjoy a range of benefits, including: * Flexible work arrangements, including remote work options * Opportunities for professional growth and development * Collaborative and dynamic work environment * Recognition and rewards for outstanding performance * Access to cutting-edge technology and tools * Comprehensive training programs to enhance your skills and knowledge **How to Apply** If you're a motivated, customer-focused individual with a passion for delivering exceptional support experiences, we invite you to apply for this exciting opportunity. Please submit your application through our website, including your resume, cover letter, and any relevant certifications or qualifications. We're an equal employment opportunity/affirmative action employer and consider 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. Don't miss this opportunity to join a dynamic team and make a difference in the education sector. Apply now to become an Overnight Customer Care and Technical Support Advisor at blithequark's Student Success team! Apply for this job