[Remote] Customer Care and Technical Support

Note: The job is a remote job and is open to candidates in USA. Encoura is dedicated to empowering students and institutions to foster meaningful connections for informed decision-making. The Customer Care and Technical Support role involves providing technical assistance to users, managing support tickets, and ensuring a smooth user experience through troubleshooting and guidance on online learning software.ResponsibilitiesAddressing student families concernsProviding introductory information to new users on various productsProviding delightful, efficient, and accurate resolutions to customer inquiriesDemonstrating empathy, patience, and flexibility during phone callsIn a virtual contact center, resolving inbound customer calls and inquiries in a professional and empathetic mannerInstalling, maintaining, and troubleshooting computers, printers, phones, and other peripheral equipmentDocumenting information into web-based ticketing systemEscalating unique issues or inaccurate information contained in the knowledge base to the immediate supervisor for resolutionParticipating in internal training programs to expand knowledge and support multiple clientsSkillsExcellent English written and oral communication proficiency (equivalent to CEF C1 level or above)Computer knowledge and multi-tasking with internet navigation skillsExperience installing, maintaining, and troubleshooting computers, printers, and other peripherals including hardware troubleshooting and software installationHigh school diploma or equivalentMust be at least 18 years oldWilling to accept seasonal, full time, 40 hours a weekMust reside within approved stateAble to work from home with Home Internet that meets the following requirements: 30 Mbps download, 15 Mbps upload, 100ms ping or lessCable, Fiber, or DSL only (no mobile broadband, hotspot, satellite, or point-to-point)Wi-Fi is allowed; wired connection required if WiFi becomes unstableSuccessful candidates will be required to complete and pass a CLEAR™ identity verification as part of the pre-employment screening processMust be able to enroll in and use Multi-Factor Authentication (MFA) via Okta with Microsoft Authenticator for secure access to company systemsCollege degree or some college completed preferred1 or more years of customer service experience preferredBenefitsReceive paid training and ongoing supportGain hands-on experience in customer experience and tech-enabled servicesSupport a mission-driven environment serving students and educatorsStrengthen core skills like communication, customer service, and multitaskingDuring 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 customersProviding recommendations to parents/primary caregivers on which school solution is the best for their situationYou 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 caregiversCompany OverviewEncoura is a non-profit membership organization. It was founded in 1972, and is headquartered in Lees Summit, Missouri, USA, with a workforce of 51-200 employees. Its website is https://encoura.org/.