Experienced Overnight Customer Care and Technical Support Advisor – EdTech Ecosystem Support
**About careerzynith**
careerzynith is a leading provider of innovative EdTech solutions, supporting over 150 million users in 80 countries worldwide. Our mission is to empower learners and educators by delivering dynamic, data-informed experiences that drive student success. At careerzynith, we believe in the power of diversity, equity, and inclusion, and we're committed to creating a workplace culture that reflects these values.
**The Opportunity**
We're seeking an experienced Overnight Customer Care and Technical Support Advisor to join our team of dedicated professionals who are passionate about making a difference in the education sector. As a key member of our Student Success team, you'll play a vital role in providing exceptional support to our customers, ensuring their technical needs are met, and helping them achieve their goals.
**Position Responsibilities**
As an Overnight Customer Care and Technical Support Advisor, you'll be responsible for:
* Addressing student families' concerns and providing introductory information to new users on various products
* Resolving end-user inquiries by utilizing multiple technologies, including telephony, chat, and web-based inquiries
* Providing professional and empathetic support to customers in a virtual contact center environment
* Installing, maintaining, and troubleshooting computers, printers, phones, and other peripheral equipment
* Troubleshooting hardware and software issues
* Completing software installations
* 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
* Searching and navigating the knowledge base to identify appropriate resolution 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're looking for a highly skilled and customer-focused individual who can work effectively in a remote environment. To be successful in this role, you'll need:
* Strong computer knowledge, including the ability to accurately type at least 25 wpm
* Strong interpersonal skills and a 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**
We offer a competitive hourly rate of $13/hour, plus a range of benefits and perks that support your well-being and career growth. As a remote employee, you'll enjoy the flexibility to work from home, with the opportunity to participate in internal training programs and expand your knowledge and skills.
**Work Environment and Culture**
As a member of the careerzynith team, you'll be part of a dynamic and inclusive workplace culture that values diversity, equity, and inclusion. We're committed to creating a work environment that's supportive, collaborative, and empowering, where you can grow and thrive as a professional.
**How to Apply**
If you're a motivated and customer-focused individual who is passionate about making a difference in the education sector, we encourage you to apply for this exciting opportunity. Please visit our website at [insert link] to learn more about our company culture and values, and to submit your application.
**Equal Employment Opportunity**
careerzynith is an equal employment opportunity/affirmative action employer and considers 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.
**Approved States**
This position is available for candidates residing in the following states: AL, AR, FL, GA, IN, KY, LA, MO, MS, NC, NV, OH, OK, PA, SC, TN, TX, WI, WV
Apply for this job
careerzynith is a leading provider of innovative EdTech solutions, supporting over 150 million users in 80 countries worldwide. Our mission is to empower learners and educators by delivering dynamic, data-informed experiences that drive student success. At careerzynith, we believe in the power of diversity, equity, and inclusion, and we're committed to creating a workplace culture that reflects these values.
**The Opportunity**
We're seeking an experienced Overnight Customer Care and Technical Support Advisor to join our team of dedicated professionals who are passionate about making a difference in the education sector. As a key member of our Student Success team, you'll play a vital role in providing exceptional support to our customers, ensuring their technical needs are met, and helping them achieve their goals.
**Position Responsibilities**
As an Overnight Customer Care and Technical Support Advisor, you'll be responsible for:
* Addressing student families' concerns and providing introductory information to new users on various products
* Resolving end-user inquiries by utilizing multiple technologies, including telephony, chat, and web-based inquiries
* Providing professional and empathetic support to customers in a virtual contact center environment
* Installing, maintaining, and troubleshooting computers, printers, phones, and other peripheral equipment
* Troubleshooting hardware and software issues
* Completing software installations
* 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
* Searching and navigating the knowledge base to identify appropriate resolution 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're looking for a highly skilled and customer-focused individual who can work effectively in a remote environment. To be successful in this role, you'll need:
* Strong computer knowledge, including the ability to accurately type at least 25 wpm
* Strong interpersonal skills and a 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**
We offer a competitive hourly rate of $13/hour, plus a range of benefits and perks that support your well-being and career growth. As a remote employee, you'll enjoy the flexibility to work from home, with the opportunity to participate in internal training programs and expand your knowledge and skills.
**Work Environment and Culture**
As a member of the careerzynith team, you'll be part of a dynamic and inclusive workplace culture that values diversity, equity, and inclusion. We're committed to creating a work environment that's supportive, collaborative, and empowering, where you can grow and thrive as a professional.
**How to Apply**
If you're a motivated and customer-focused individual who is passionate about making a difference in the education sector, we encourage you to apply for this exciting opportunity. Please visit our website at [insert link] to learn more about our company culture and values, and to submit your application.
**Equal Employment Opportunity**
careerzynith is an equal employment opportunity/affirmative action employer and considers 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.
**Approved States**
This position is available for candidates residing in the following states: AL, AR, FL, GA, IN, KY, LA, MO, MS, NC, NV, OH, OK, PA, SC, TN, TX, WI, WV
Apply for this job