Introduction to arenaflex
arenaflex is a leading provider of innovative solutions, supporting over 150 million users worldwide. Our mission is to deliver dynamic, data-informed experiences that empower learners and educators to achieve their goals. We believe in the power of diversity, inclusion, and belonging, and we are committed to making these values a foundational part of our hiring practices and company culture.
About the Role
We are seeking a highly skilled and technically proficient Overnight Customer Care and Technical Support Advisor to join our team. As a key member of our Student Success division, you will provide exceptional support to families of students, addressing their concerns, and resolving technical issues in a timely and professional manner. This is a remote work opportunity, offering flexibility and the chance to work from the comfort of your own home.
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 documenting information into a web-based ticketing system
- Serving as the first point of contact for customers seeking technical assistance over the phone, chat, and email, and striving for one-call resolution of customer issues
- Managing and resolving identified client issues for assigned customer accounts, and escalating unique issues or inaccurate information to the immediate supervisor for resolution
- Projecting a favorable image of arenaflex to promote its objectives and goals, enhancing client relationships, and 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
- Must be able to work 10:00 pm - 7:00 am EST, including weekends, and be available to train 9:00 am - 6:00 pm EST for three weeks
- Must be able to work from home in a quiet, distraction-free environment without any conflicting responsibilities during scheduled work shifts
- Strong computer knowledge, including the ability to accurately type at least 25 wpm, and strong 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
- Must have either an ISP-provided modem that allows a third-party VOIP or a personal modem and personal router without restrictions
- High School diploma or equivalent combination of education and experience, and must be 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), and willingness to accept a temporary assignment
- Must reside in an approved state, and 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, and Wired connection from the modem/router to the device
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
Career Growth Opportunities and Learning Benefits
At arenaflex, we are committed to the growth and development of our employees. As a Customer Care and Technical Support Advisor, you will have access to internal training programs, opportunities to expand your knowledge and support multiple clients, and the chance to work with a talented team of professionals who are passionate about delivering exceptional customer experiences.
Work Environment and Company Culture
arenaflex is a dynamic and inclusive workplace, where diversity, equity, and inclusion are valued and respected. We believe in fostering a culture of belonging, where everyone feels empowered to contribute their unique perspectives and ideas. As a remote worker, you will be part of a virtual team that is connected by a shared passion for delivering exceptional customer experiences and supporting the education community.
Compensation, Perks, and Benefits
The pay rate for this role is $13/hour, and we offer a range of benefits, including opportunities for professional growth and development, a dynamic and inclusive work environment, and a chance to work with a talented team of professionals who are passionate about delivering exceptional customer experiences.
Conclusion
If you are a motivated and technically skilled individual who is passionate about delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity to join the arenaflex team as an Overnight Customer Care and Technical Support Advisor. With a commitment to diversity, inclusion, and belonging, and a focus on delivering dynamic, data-informed experiences, arenaflex is the perfect place to grow your career and make a meaningful impact in the education community.
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