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/