**Experienced Overnight Customer Care and Technical Support Advisor – EdTech Ecosystem Support**

At arenaflex, we're revolutionizing the education sector with our cutting-edge EdTech ecosystem, supporting over 150 million users in 80 countries. Our mission is to provide dynamic, data-informed experiences that empower learners and educators to achieve their goals. As a key member of our Student Success team, you'll play a vital role in delivering exceptional customer care and technical support to our global community.

**About arenaflex**

arenaflex is a global leader in the EdTech industry, dedicated to making a positive impact on education. Our diverse and inclusive workforce is passionate about creating innovative solutions that transform the way learners and educators interact. We're committed to fostering a culture of belonging, where everyone feels valued and empowered to succeed.

**The Opportunity**

As an Overnight Customer Care and Technical Support Advisor, you'll be part of a dynamic team that provides virtualized support and technology-enabled solutions to progressive institutions worldwide. You'll be responsible for delivering exceptional customer experiences, resolving technical issues, and ensuring the optimal running of our systems. If you're a technically skilled individual with excellent problem-solving abilities, we encourage you to apply for this exciting opportunity.

**Key Responsibilities**

* 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
* 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
* 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 Ideal Candidate**

* Must be able to work 10:00 pm - 7:00 am EST
* Must be available to work weekends
* Must be available to train 9:00 am - 6:00 pm EST for three weeks
* You must be able to work from home in a quiet, distraction-free environment without any conflicting responsibilities during your scheduled work shift
* Strong computer knowledge, including the ability to accurately type at least 25 wpm
* Strong interpersonal skills and a very 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
* Must have either an ISP-provided modem that allows a third-party VOIP or a personal modem and personal router without restrictions
* 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**

* Pay rate: $13/hour
* arenaflex uses national and industry-specific survey data to assist in determining compensation
* We consider factors such as external market rate, budget for the role, and the compensation rates of current employees performing the same function
* Some roles will have variable pay

**Work Environment and Culture**

* arenaflex is committed to fostering a culture of belonging, where everyone feels valued and empowered to succeed
* Our remote work environment offers flexibility and autonomy, allowing you to work from the comfort of your own home
* We prioritize work-life balance and provide opportunities for professional growth and development

**How to Apply**

If you're a motivated and customer-focused individual with a passion for EdTech, we encourage you to apply for this exciting opportunity. Please visit our website at (http://www.arenaflex.com) to learn more about our company culture and values. To apply, click on the link below:

Apply Now!

**Equal Employment Opportunity**

arenaflex 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

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