Introduction to blithequark
At blithequark, we are passionate about providing dynamic, data-informed experiences to the global education community, empowering learners and educators to achieve their goals. As a leader in the EdTech ecosystem, we support over 150 million users in 80 countries, fostering a culture of diversity, inclusion, and belonging. Our mission is to make a positive impact on the world of education, and we are committed to hiring talented individuals who share our vision.
About the Role
We are seeking a highly skilled and dedicated Overnight Customer Care and Technical Support Advisor to join our team. As a key member of our Student Success division, you will play a vital role in delivering exceptional support to students, families, and institutions, ensuring the optimal running of our systems and resolving technical issues in a timely and professional manner. If you are a technically savvy individual with excellent problem-solving skills, a passion for customer service, and a strong work ethic, we encourage you to apply for this exciting opportunity.
Key Responsibilities
- Addressing student families' concerns and providing introductory information to new users on various products
- Resolving end-user inquiries utilizing multiple technologies, 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
- Managing and resolving identified client issues for assigned customer accounts, documenting information into a web-based ticketing system, 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, and completing special projects as requested by management
Essential Qualifications
To be successful in this role, you will need to possess the following essential qualifications:
- Ability to work from 10:00 pm - 7:00 am EST, including weekends, and availability to train from 9:00 am - 6:00 pm EST for three weeks
- Strong computer knowledge, including the ability to accurately type at least 25 wpm, and excellent interpersonal skills with a high degree of customer service ethic
- Ability to communicate clearly, both written and orally, with faculty, students, staff, and team members, and 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, perform remote troubleshooting, and take inbound (voice) phone calls in a conversation-heavy environment
- High School diploma or equivalent combination of education and experience, and at least 18 years old
- Excellent oral and written communication skills, previous computer experience (building, configuring, troubleshooting), and 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, and analytical orientation with strong attention to detail
- Full professional proficiency in written and spoken English (equivalent to CEF B2 level or above), willingness to accept a temporary assignment, and residence in an approved state
- Ability to work from home with a high-speed internet connection (Cable, Fiber, DSL), meeting specific internet requirements (40 Mbps Download, 20 Mbps Upload, 100ms Ping or less, Jitter: 40 MS or less, Hardwired Connection)
Preferred Qualifications
While not essential, the following preferred qualifications will be advantageous:
- 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
Skills and Competencies
To excel in this role, you will need to possess the following skills and competencies:
- Strong technical skills, including hardware and software troubleshooting, and ability to learn new technologies quickly
- Excellent customer service skills, including empathy, patience, and flexibility
- Strong communication and interpersonal skills, including ability to communicate complex technical information in a clear and concise manner
- Ability to work independently and as part of a team, with a strong focus on delivering high-quality results and meeting customer needs
- Strong problem-solving and analytical skills, including ability to troubleshoot complex technical issues and resolve customer complaints
- Ability to adapt to changing priorities and deadlines, with a strong focus on meeting customer needs and delivering high-quality results
Career Growth Opportunities and Learning Benefits
At blithequark, we are committed to providing our employees with opportunities for career growth and development. As an Overnight Customer Care and Technical Support Advisor, you will have access to internal training programs, professional development opportunities, and a supportive team environment that will help you to expand your skills and knowledge. You will also have the opportunity to work with a diverse range of customers and technologies, which will help you to develop your technical and customer service skills.
Work Environment and Company Culture
At blithequark, we pride ourselves on our positive and inclusive company culture. We believe in fostering a culture of diversity, inclusion, and belonging, and we are committed to making our workplace a welcoming and supportive environment for all employees. As a remote worker, you will be part of a virtual team that is passionate about delivering exceptional customer service and support. You will have the opportunity to work from the comfort of your own home, with a flexible schedule that allows you to balance your work and personal life.
Compensation, Perks, and Benefits
We offer a competitive hourly rate of $13 per hour, as well as a range of perks and benefits that are designed to support your well-being and career development. These include access to internal training programs, professional development opportunities, and a supportive team environment. We also offer a range of benefits, including health insurance, retirement savings plans, and paid time off.
Conclusion
If you are a technically skilled and customer-focused individual who is passionate about delivering exceptional support and service, we encourage you to apply for this exciting opportunity. As an Overnight Customer Care and Technical Support Advisor at blithequark, you will have the opportunity to work with a diverse range of customers and technologies, develop your technical and customer service skills, and be part of a positive and inclusive company culture. Don't miss out on this chance to join our team and make a positive impact on the world of education. Apply now to take the first step in your career with blithequark!
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