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

**Join arenaflex, a leading EdTech company, in revolutionizing the education sector with innovative solutions and exceptional customer care. As an Overnight Customer Care and Technical Support Advisor, you will be at the forefront of delivering top-notch support to students, families, and educators worldwide.** **About arenaflex** arenaflex is the largest EdTech ecosystem globally, supporting over 150 million users in 80 countries. Our mission is to provide dynamic, data-informed experiences to the global education community, empowering learners and educators to achieve their goals. We believe in the power of diversity, inclusion, and belonging, and we're committed to making these values a foundational part of our company culture. **About Student Success** Student Success brings virtualized support and technology-enabled solutions to the world's most progressive institutions. We provide IT Help Desk and comprehensive Student Lifecycle Management services that improve student engagement and accelerate learning. Our platform gives institutions an efficient, financially sustainable way to deliver services through the enrollment and learning process. Our goal is to build a better education experience for everyone by extending institutional resources to meet the growing demands of learners. **Job Summary** We're seeking a technically skilled and customer-focused individual to join our team as an Overnight Customer Care and Technical Support Advisor. As a key member of our support team, you will interact with students, families, and educators to address their concerns, provide introductory information on various products, and resolve end-user inquiries in a timely and professional manner. If you're passionate about delivering exceptional customer care and have a strong technical background, 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 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 skilled and customer-focused individual who can work effectively in a remote environment. The ideal candidate will have: * 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** * Pay rate: $13/hour * arenaflex uses national and industry-specific survey data to assist in determining compensation * Consideration of factors such as external market rate, budget for the role, and the compensation rates of current employees performing the same function * Some roles will have variable pay **Work Environment and Culture** * Remote work opportunity with flexibility in scheduling * Opportunity to work with a diverse and inclusive team * 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 **How to Apply** If you're a motivated and customer-focused individual with a strong technical background, we encourage you to apply for this exciting opportunity. Please visit our website at [www.arenaflex.com]( to learn more about arenaflex and our career opportunities. Apply for this job