Senior Technical Support Associate
Role Overview
We are hiring Technical Support Advisors for our virtual contact center. In this role, you’ll assist customers with account and technical issues while delivering exceptional service in a fast-paced, remote environment.
A Day in the Life
Provide friendly, high-quality support across phone, chat, email, and web
Troubleshoot technical, product, and service issues—aiming for first-call resolution
Navigate multiple systems while researching and resolving complex concerns
Accurately document interactions in a ticketing system
Manage high-volume interactions and multitask effectively
Escalate issues when needed to ensure timely resolution
About You
Comfortable using computers and navigating multiple systems
Comfortable with high-volume inbound calls
Strong technical skills and problem-solving skills
Customer-focused with excellent communication skills
Flexible schedule availability (including weekends)
Hands on experience supporting Apple products, Windows 11, and Microsoft Office
Apple products (MacBook, MacBook Air, MacBook Pro) PCs, Windows 11, and Microsoft Office
Proven ability to meet performance goals
At least 18 years old with a high school diploma (or equivalent)
Typing speed of 25 WPM
Quiet, distraction-free workspace
Must reside in an approved state*
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)
WiFi 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
Stable work history preferred
Apple Certified Mac Technical certifications (e.g., ACMT) preferred
Experience in education or e-learning preferred
Degree in a technology-related field preferred
What Makes This Opportunity
100% Remote Work from Home
Build in-demand skills using Amazon Connect and cloud-based support tools
Support a mission-driven environment serving students and educators
Our Training Approach
Receive paid training and build in-demand skills using Amazon Connect and cloud-based support tools
Ongoing coaching and support from experienced team members will help you succeed as you settle into the role.
The hourly pay rate for this position is $15.00. Encoura determines compensation using national market benchmarks, internal equity considerations, and organizational budget factors to ensure fairness and consistency across roles. Employees in this role are eligible for Encoura’s comprehensive benefits package, which includes health insurance, retirement contributions, 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/
We are hiring Technical Support Advisors for our virtual contact center. In this role, you’ll assist customers with account and technical issues while delivering exceptional service in a fast-paced, remote environment.
A Day in the Life
Provide friendly, high-quality support across phone, chat, email, and web
Troubleshoot technical, product, and service issues—aiming for first-call resolution
Navigate multiple systems while researching and resolving complex concerns
Accurately document interactions in a ticketing system
Manage high-volume interactions and multitask effectively
Escalate issues when needed to ensure timely resolution
About You
Comfortable using computers and navigating multiple systems
Comfortable with high-volume inbound calls
Strong technical skills and problem-solving skills
Customer-focused with excellent communication skills
Flexible schedule availability (including weekends)
Hands on experience supporting Apple products, Windows 11, and Microsoft Office
Apple products (MacBook, MacBook Air, MacBook Pro) PCs, Windows 11, and Microsoft Office
Proven ability to meet performance goals
At least 18 years old with a high school diploma (or equivalent)
Typing speed of 25 WPM
Quiet, distraction-free workspace
Must reside in an approved state*
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)
WiFi 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
Stable work history preferred
Apple Certified Mac Technical certifications (e.g., ACMT) preferred
Experience in education or e-learning preferred
Degree in a technology-related field preferred
What Makes This Opportunity
100% Remote Work from Home
Build in-demand skills using Amazon Connect and cloud-based support tools
Support a mission-driven environment serving students and educators
Our Training Approach
Receive paid training and build in-demand skills using Amazon Connect and cloud-based support tools
Ongoing coaching and support from experienced team members will help you succeed as you settle into the role.
The hourly pay rate for this position is $15.00. Encoura determines compensation using national market benchmarks, internal equity considerations, and organizational budget factors to ensure fairness and consistency across roles. Employees in this role are eligible for Encoura’s comprehensive benefits package, which includes health insurance, retirement contributions, 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/