Overnight Customer Care and Technical Support Advisor at blithequark - Remote US Opportunity

Join the blithequark Team: Revolutionizing Education through Technology

blithequark is at the forefront of the EdTech revolution, supporting over 150 million users across 80 countries. Our mission is to empower the global education community with dynamic, data-driven experiences, enabling learners and educators to achieve their goals. As a pioneer in the industry, we are committed to fostering a diverse and inclusive workforce, where everyone can thrive and grow.

About Student Success at blithequark

Student Success, a division of blithequark, provides cutting-edge, virtualized support and technology-enabled solutions to progressive institutions worldwide. Our comprehensive IT Help Desk and Student Lifecycle Management services enhance student engagement, accelerate learning, and promote institutional efficiency. By extending resources to meet the evolving needs of learners, we strive to create a better education experience for all.

The Role: Overnight Customer Care and Technical Support Advisor

We are seeking a highly 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 be responsible for addressing the technical concerns of student families, providing top-notch support, and ensuring the seamless operation of our systems.

Key Responsibilities:

• Addressing student families' concerns and providing timely resolutions
• Offering introductory information to new users on various products and services
• Resolving end-user inquiries via multiple channels, including telephony, chat, and web-based inquiries
• Troubleshooting hardware and software issues, and performing remote troubleshooting as needed
• Installing, maintaining, and troubleshooting computers, printers, phones, and other peripheral equipment
• Serving as the first point of contact for customers seeking technical assistance
• Striving for one-call resolution of customer issues while communicating effectively and professionally
• Managing and resolving identified client issues for assigned customer accounts
• Documenting information into our web-based ticketing system and maintaining accurate records
• Escalating unique issues or inaccurate information to the immediate supervisor for resolution
• Projecting a favorable image of blithequark to promote its objectives and goals
• Participating in internal training programs to expand knowledge and support multiple clients
• Completing special projects as requested by management

The Ideal Candidate:

To succeed in this role, you will need to possess a unique blend of technical expertise, customer service skills, and adaptability. The essential qualifications include:

• Strong computer knowledge, including the ability to accurately type at least 25 wpm
• Excellent oral and written communication skills, with the ability to communicate clearly and effectively
• Previous computer experience, including building, configuring, and troubleshooting
• Knowledge of internet applications and proficiency in MS Office computer applications
• Analytical orientation with strong attention to detail and problem-solving skills
• Full professional proficiency in written and spoken English (equivalent to CEF B2 level or above)
• Ability to work from home in a quiet, distraction-free environment without conflicting responsibilities
• Availability to work overnight shifts (10:00 pm - 7:00 am EST) and weekends
• High School diploma or equivalent combination of education and experience

Preferred qualifications include:

• 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:

At blithequark, we offer a competitive compensation package, including a pay rate of $13/hour for this role. We also provide opportunities for career growth and professional development, as well as a dynamic and inclusive work environment. Our remote work arrangement allows you to work from the comfort of your own home, with the flexibility to balance your work and personal life.

Work Environment and Company Culture:

As a remote employee, you will be part of a global team that values diversity, inclusion, and collaboration. We foster a culture of innovation, creativity, and continuous learning, where everyone is encouraged to share their ideas and perspectives. Our company culture is built on a foundation of respect, empathy, and open communication, ensuring that everyone feels valued and supported.

Compensation, Perks, and Benefits:

We use national and industry-specific survey data to determine compensation, considering 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. We also offer a range of benefits, including opportunities for career growth and professional development, to support your overall well-being and success.

Join Our Team and Make a Difference:

If you are a motivated and customer-focused individual with a passion for technology and education, we encourage you to apply for this exciting opportunity. As an Overnight Customer Care and Technical Support Advisor at blithequark, you will play a critical role in shaping the future of education and making a positive impact on the lives of learners and educators worldwide.

To be considered for this role, you must reside in one of the approved states: AL, AR, FL, GA, IN, KY, LA, MO, MS, NC, NV, OH, OK, PA, SC, TN, TX, WI, WV. Please ensure that you meet the technical requirements for remote work, including a high-speed internet connection and a quiet, distraction-free work environment.

blithequark is an equal employment opportunity/affirmative action employer, committed to diversity, inclusion, and belonging. We 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 our team and be part of a dynamic and innovative organization that is shaping the future of education. Apply now to become an Overnight Customer Care and Technical Support Advisor at blithequark!