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/