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

**About arenaflex** arenaflex is a leading provider of innovative education technology solutions, dedicated to empowering educators and learners worldwide. With a global presence and a mission to revolutionize the education sector, arenaflex offers a dynamic and inclusive work environment that fosters growth, collaboration, and innovation. Our commitment to diversity, equity, and inclusion drives our hiring practices and company culture, ensuring that our workforce reflects the diverse backgrounds and perspectives of our users. **The Opportunity** Join arenaflex's Student Success team as an Overnight Customer Care and Technical Support Advisor, and be part of a global movement to transform education. As a key member of our virtual contact center, you will play a vital role in delivering exceptional customer experiences, resolving technical issues, and promoting arenaflex's mission to build a better education experience for everyone. **Position Overview** As an Overnight Customer Care and Technical Support Advisor, you will be responsible for providing top-notch technical support and customer care to students, families, and educators worldwide. Your primary duties will include: * Addressing student families' concerns and resolving technical issues in a timely and professional manner * Providing introductory information to new users on various products and services * Resolving end-user inquiries through multiple channels, 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 * 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 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 * 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** We are seeking a highly skilled and customer-focused individual to join our team. To be successful in this role, you will 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 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 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 **Compensation and Benefits** arenaflex offers a competitive hourly rate of $13/hour, with opportunities for career growth and professional development. Our comprehensive benefits package includes: * Flexible work schedule with immediate availability * Remote work opportunities with a quiet, distraction-free environment * Opportunities for career advancement and professional growth * Comprehensive training programs to expand knowledge and support multiple clients * Competitive hourly rate * Opportunities for bonuses and incentives * Comprehensive benefits package, including health, dental, and vision insurance * 401(k) retirement plan with company match * Paid time off and holidays * Access to cutting-edge technology and tools * Collaborative and inclusive work environment **Work Environment and Culture** arenaflex is committed to creating a diverse, inclusive, and equitable work environment that fosters growth, collaboration, and innovation. Our team is passionate about delivering exceptional customer experiences and making a positive impact on the education sector. As a member of our team, you will have the opportunity to: * Work with a talented and dedicated team of professionals * Collaborate with colleagues from diverse backgrounds and perspectives * Participate in internal training programs and professional development opportunities * Contribute to the development of innovative education technology solutions * Make a positive impact on the education sector and the lives of students, families, and educators worldwide **How to Apply** If you are a motivated and customer-focused individual with a passion for education technology, we encourage you to apply for this exciting opportunity. Please submit your application, including your resume and a cover letter, through our online application portal. We look forward to hearing from you! Apply Job! Apply for this job