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

At arenaflex, we're revolutionizing the way education institutions deliver services to their students. As a leading EdTech company, we're committed to providing dynamic, data-informed experiences that empower learners and educators to achieve their goals. We're now seeking an experienced and technically skilled Customer Care and Technical Support Advisor to join our team. **About arenaflex** arenaflex is a global leader in the EdTech industry, supporting over 150 million users in 80 countries. Our mission is to provide innovative solutions that improve student engagement and accelerate learning. We believe in the power of diversity and inclusion, and we're committed to making our workforce a reflection of the global community we serve. **About Student Success** Student Success is a division of arenaflex that brings virtualized support and technology-enabled solutions to the world's most progressive institutions. We provide comprehensive IT Help Desk and Student Lifecycle Management services that improve student outcomes and accelerate learning. Our platform gives institutions an efficient and financially sustainable way to deliver services through the enrollment and learning process. **Job Summary** We're looking for a highly skilled and customer-focused Customer Care and Technical Support Advisor to join our team. As a key member of our Student Success division, you'll be responsible for providing exceptional support to students, families, and educators through various communication channels. You'll work in a virtual contact center, resolving inbound customer calls and inquiries in a professional and empathetic manner. Your technical skills and problem-solving abilities will be essential in troubleshooting hardware and software issues, installing and maintaining computer systems, and providing introductory information to new users on various products. **Key Responsibilities** - Addressing student families' concerns and resolving end-user inquiries in a timely and professional manner - Providing introductory information to new users on various products and services - Resolving inbound customer calls and inquiries in a virtual contact center - Installing, maintaining, and troubleshooting computers, printers, phones, and other peripheral equipment - Troubleshooting hardware and software issues - Completing software installations and documenting information into web-based ticketing systems - 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 - 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 **Essential Qualifications** - 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 **Work Environment and Company Culture** As a remote employee, you'll have the flexibility to work from home and enjoy a quiet, distraction-free environment. Our company culture values diversity, inclusion, and belonging, and we're committed to making our workforce a reflection of the global community we serve. We offer a collaborative and supportive work environment, with opportunities for professional growth and development. **Compensation and Benefits** We offer a competitive hourly rate of $13/hour, with opportunities for variable pay. Our compensation package is designed to be fair and equitable, taking into account national and industry-specific survey data, budget for the role, and the compensation rates of current employees performing the same function. We also offer a range of benefits, including: - Flexible scheduling and remote work options - Opportunities for professional growth and development - Collaborative and supportive work environment - Competitive compensation package - Recognition and rewards for outstanding performance **How to Apply** If you're a highly skilled and customer-focused individual with a passion for EdTech, we encourage 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 look forward to hearing from you! **Equal Employment Opportunity** 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. **Approved States** This position is available for candidates residing in the following states: AL, AR, FL, GA, IN, KY, LA, MO, MS, NC, NV, OH, OK, PA, SC, TN, TX, WI, WV. Apply for this job