Bilingual Customer Care and Technical Support
Role Overview
Serves as the first point of contact for customers needing technical support via phone and email. Provides guidance to new and existing users on products and assists with setup and maintenance of online learning software and equipment. Troubleshoots hardware and software issues, ensuring a smooth user experience. Manages support tickets, uses knowledge bases to resolve inquiries efficiently, and aims for first-call resolution. Handles multiple tasks simultaneously and escalates issues promptly when needed. In a virtual contact center, resolving inbound customer calls and inquiries in a professional and empathetic manner.
A Day in the Life
Addressing student families concerns
Providing introductory information to new users on various products
Providing delightful, efficient, and accurate resolutions to customer inquiries
Demonstrating empathy, patience, and flexibility during phone calls
In a virtual contact center, resolving inbound customer calls and inquiries in a professional and empathetic manner
Installing, maintaining, and troubleshooting computers, printers, phones, and other peripheral equipment
Documenting information into web-based ticketing system
Escalating unique issues or inaccurate information contained in the knowledge base to the immediate supervisor for resolution
Participating in internal training programs to expand knowledge and support multiple clients
About You
Excellent English and Spanish written and oral communication proficiency (equivalent to CEF C1 level or above)
Computer knowledge and multi-tasking with internet navigation skills
Experience installing, maintaining, and troubleshooting computers, printers, and other peripherals including hardware troubleshooting and software installation
High school diploma or equivalent
Must be at least 18 years old
Willing to accept Full time, 40 hours a week
Must reside within approved state*
Able to work from home with Home Internet that meets the following requirements:
30 Mbps download
15 Mbps upload
100ms ping or less
Cable, Fiber, or DSL only (no mobile broadband, hotspot, satellite, or point-to-point)
Wi-Fi is allowed; wired connection required if WiFi becomes unstable
Successful candidates will be required to complete and pass a CLEAR™ identity verification as part of the pre-employment screening process
CLEAR™ Candidate FAQ
Must be able to enroll in and use Multi-Factor Authentication (MFA) via Okta with Microsoft Authenticator for secure access to company systems
College degree or some college completed, preferred
1 or more years of customer service experience, preferred
What Makes This Opportunity
Receive paid training and ongoing support
Full-time role with benefits
Gain hands-on experience in customer experience and tech-enabled services
Support a mission-driven environment serving students and educators
Strengthen core skills like communication, customer service, and multitasking
Our Training Approach
During your paid 2 week training you will learn:
Understanding differences between public and private charter schools, home schooling, and other product offerings with the ability to describe the differences to potential customers
Providing recommendations to parents/primary caregivers on which school solution is the best for their situation
You will learn about our Knowledge Base to keep up to date with frequent changes to schools and their enrollment policies and procedures, messaging these appropriately to parents/primary caregivers
The hourly pay rate for this non-exempt position is $16. Encoura determines compensation using national market benchmarks, internal equity considerations, and organizational budget factors to ensure fairness and consistency across roles. Depending on the position, employees may also be eligible for variable compensation in addition to base pay. Employees in this role are eligible for Encoura’s comprehensive benefits package, which includes health insurance, retirement contributions, paid time off, and other programs that support employee well‑being.
This job description outlines primary responsibilities but may not list every duty. Responsibilities may shift based on business needs.
About Us
Encoura’s mission is to empower students and institutions to create meaningful connections so everyone can make the most informed decisions to achieve their goals. Since 1972, the Company has evolved its products and services to better represent the link between students and higher education institutions and to create the highest probability of student success.
Encoura’s expertise now spans enrollment, research, marketing, student success, and advancement and provides an unmatched combination of higher education experience and innovative solutions for colleges and universities. The Company also offers Encourage® — the nation’s largest free college and career planning program used by millions of high school students and educators nationwide.
It is the policy of the Company to provide equal employment opportunities to all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran or disabled status, or genetic information. All applicants must be eligible to work in the U.S.
Encoura endeavors to make reasonable accommodations for applicants with disabilities and disabled veterans pursuant to applicable federal and state law. If you are an individual with a disability and require reasonable accommodation to complete any part of the application process or are limited in the ability and need an alternative method for applying, please contact the Talent Team.
Applicants from California, please review the CA HR Privacy Notice.
To review our privacy policy, please click this link: https://encoura.org/privacy-policy/
Apply To This Job
Serves as the first point of contact for customers needing technical support via phone and email. Provides guidance to new and existing users on products and assists with setup and maintenance of online learning software and equipment. Troubleshoots hardware and software issues, ensuring a smooth user experience. Manages support tickets, uses knowledge bases to resolve inquiries efficiently, and aims for first-call resolution. Handles multiple tasks simultaneously and escalates issues promptly when needed. In a virtual contact center, resolving inbound customer calls and inquiries in a professional and empathetic manner.
A Day in the Life
Addressing student families concerns
Providing introductory information to new users on various products
Providing delightful, efficient, and accurate resolutions to customer inquiries
Demonstrating empathy, patience, and flexibility during phone calls
In a virtual contact center, resolving inbound customer calls and inquiries in a professional and empathetic manner
Installing, maintaining, and troubleshooting computers, printers, phones, and other peripheral equipment
Documenting information into web-based ticketing system
Escalating unique issues or inaccurate information contained in the knowledge base to the immediate supervisor for resolution
Participating in internal training programs to expand knowledge and support multiple clients
About You
Excellent English and Spanish written and oral communication proficiency (equivalent to CEF C1 level or above)
Computer knowledge and multi-tasking with internet navigation skills
Experience installing, maintaining, and troubleshooting computers, printers, and other peripherals including hardware troubleshooting and software installation
High school diploma or equivalent
Must be at least 18 years old
Willing to accept Full time, 40 hours a week
Must reside within approved state*
Able to work from home with Home Internet that meets the following requirements:
30 Mbps download
15 Mbps upload
100ms ping or less
Cable, Fiber, or DSL only (no mobile broadband, hotspot, satellite, or point-to-point)
Wi-Fi is allowed; wired connection required if WiFi becomes unstable
Successful candidates will be required to complete and pass a CLEAR™ identity verification as part of the pre-employment screening process
CLEAR™ Candidate FAQ
Must be able to enroll in and use Multi-Factor Authentication (MFA) via Okta with Microsoft Authenticator for secure access to company systems
College degree or some college completed, preferred
1 or more years of customer service experience, preferred
What Makes This Opportunity
Receive paid training and ongoing support
Full-time role with benefits
Gain hands-on experience in customer experience and tech-enabled services
Support a mission-driven environment serving students and educators
Strengthen core skills like communication, customer service, and multitasking
Our Training Approach
During your paid 2 week training you will learn:
Understanding differences between public and private charter schools, home schooling, and other product offerings with the ability to describe the differences to potential customers
Providing recommendations to parents/primary caregivers on which school solution is the best for their situation
You will learn about our Knowledge Base to keep up to date with frequent changes to schools and their enrollment policies and procedures, messaging these appropriately to parents/primary caregivers
The hourly pay rate for this non-exempt position is $16. Encoura determines compensation using national market benchmarks, internal equity considerations, and organizational budget factors to ensure fairness and consistency across roles. Depending on the position, employees may also be eligible for variable compensation in addition to base pay. Employees in this role are eligible for Encoura’s comprehensive benefits package, which includes health insurance, retirement contributions, paid time off, and other programs that support employee well‑being.
This job description outlines primary responsibilities but may not list every duty. Responsibilities may shift based on business needs.
About Us
Encoura’s mission is to empower students and institutions to create meaningful connections so everyone can make the most informed decisions to achieve their goals. Since 1972, the Company has evolved its products and services to better represent the link between students and higher education institutions and to create the highest probability of student success.
Encoura’s expertise now spans enrollment, research, marketing, student success, and advancement and provides an unmatched combination of higher education experience and innovative solutions for colleges and universities. The Company also offers Encourage® — the nation’s largest free college and career planning program used by millions of high school students and educators nationwide.
It is the policy of the Company to provide equal employment opportunities to all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran or disabled status, or genetic information. All applicants must be eligible to work in the U.S.
Encoura endeavors to make reasonable accommodations for applicants with disabilities and disabled veterans pursuant to applicable federal and state law. If you are an individual with a disability and require reasonable accommodation to complete any part of the application process or are limited in the ability and need an alternative method for applying, please contact the Talent Team.
Applicants from California, please review the CA HR Privacy Notice.
To review our privacy policy, please click this link: https://encoura.org/privacy-policy/
Apply To This Job