Introduction to blithequark
blithequark is a leading provider of innovative solutions, offering the largest EdTech ecosystem globally, supporting over 150 million users in 80 countries. Our mission is to provide dynamic, data-informed experiences to the global education community, enabling learners and educators to achieve their goals. We believe in the power of a diverse and inclusive workforce, and as we expand globally, we are committed to making diversity, inclusion, and belonging 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 virtualized support and technology-enabled solutions to the world's most progressive institutions. Your primary responsibility will be to interact with families of students, address their concerns, and serve as a reference point for all IT-related queries at the user level.
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 establishing good relationships with all departments and colleagues
- 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, documenting information into a web-based ticketing system, and searching and navigating the knowledge base to identify appropriate resolutions for client issues
- Escalating unique issues or inaccurate information contained in the knowledge base to the immediate supervisor for resolution, and 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, and completing special projects as requested by management
Candidate Requirements
To be successful in this role, you must possess the following essential skills and qualifications:
- Ability to work from 10:00 pm - 7:00 am EST, including weekends, and availability to train from 9:00 am - 6:00 pm EST for three weeks
- Strong computer knowledge, including the ability to accurately type at least 25 wpm, and excellent 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
- 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 have a high-speed internet connection (Cable, Fiber, DSL) with a minimum of 40 Mbps download, 20 Mbps upload, and 100ms ping or less
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
What We Offer
At blithequark, we offer a competitive pay rate of $13/hour, with opportunities for variable pay. We use national and industry-specific survey data to determine compensation, considering factors such as external market rate, budget for the role, and the compensation rates of current employees performing the same function.
Benefits and Perks
- Remote work opportunities with flexible schedules
- Opportunities for professional growth and development
- Comprehensive training programs to expand your knowledge and skills
- A dynamic and inclusive work environment that values diversity and promotes belonging
- Access to cutting-edge technology and innovative solutions
Company Culture
At blithequark, we pride ourselves on our commitment to diversity, inclusion, and belonging. We believe that a diverse and inclusive workforce is essential to driving innovation and achieving our mission. Our company culture is built on the values of respect, empathy, and open communication, and we strive to create a work environment that is welcoming and inclusive to all employees.
Work Environment
As a remote worker, you will have the flexibility to work from the comfort of your own home, with the opportunity to collaborate with colleagues from diverse backgrounds and locations. Our virtual contact center is designed to provide a supportive and engaging work environment, with access to the latest technology and tools to help you succeed in your role.
Conclusion
If you are a tech-savvy individual with excellent communication skills, a passion for customer service, and a desire to work in a dynamic and inclusive environment, we encourage you to apply for this exciting opportunity. As an Overnight Customer Care and Technical Support Advisor at blithequark, you will have the chance to make a real difference in the lives of students and educators, while developing your skills and advancing your career. Don't miss out on this opportunity to join our team and be part of a company that is shaping the future of education.
How to Apply
To apply for this role, please click on the "Apply Job" link and follow the instructions to register as a candidate. We look forward to receiving your application and exploring how you can contribute to the success of blithequark.
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