Introduction to blithequark
blithequark is a leading provider of EdTech solutions, supporting over 150 million users in 80 countries. Our mission is to deliver dynamic, data-informed experiences to the global education community, empowering learners and educators to achieve their goals. We believe in the power of diversity, inclusion, and belonging, and we are committed to making these values 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 provide technical assistance to ensure the optimal running of all systems.
Key Responsibilities
- Address student families' concerns and provide introductory information to new users on various products
- Resolve end-user inquiries utilizing multiple technologies, including telephony, chat, and web-based inquiries
- Install, maintain, and troubleshoot computers, printers, phones, and other peripheral equipment
- Troubleshoot hardware and software issues, complete software installations, and establish good relationships with all departments and colleagues
- Serve as the first point of contact for customers seeking technical assistance over the phone, chat, and email, striving for one-call resolution of customer issues
- Manage and resolve identified client issues for assigned customer accounts, documenting information into a web-based ticketing system
- Search and navigate the knowledge base to identify appropriate resolutions for client issues, escalating unique issues or inaccurate information to the immediate supervisor for resolution
- Project a favorable image of blithequark to promote its objectives and goals, enhancing client relationships
- Participate in internal training programs to expand knowledge and support multiple clients, providing delightful, efficient, and accurate resolutions to customer inquiries
Essential Qualifications
- Must be able to work 10:00 pm - 7:00 am EST, including weekends, and be available to train 9:00 am - 6:00 pm EST for three weeks
- Must be able to work from home in a quiet, distraction-free environment without any conflicting responsibilities during scheduled work shifts
- Strong computer knowledge, including the ability to accurately type at least 25 wpm
- Strong interpersonal skills and a 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 and perform remote troubleshooting
- 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 and proficiency in MS Office computer applications, including Word and Excel
- 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)
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
Career Growth Opportunities and Learning Benefits
At blithequark, we are committed to providing our employees with opportunities for growth and development. As a Customer Care and Technical Support Advisor, you will have access to internal training programs, allowing you to expand your knowledge and support multiple clients. You will also have the opportunity to work with a diverse range of technologies and develop your problem-solving skills, preparing you for future roles within the company.
Work Environment and Company Culture
blithequark offers a remote work environment, providing you with the flexibility to work from home and maintain a healthy work-life balance. Our company culture is built on the values of diversity, inclusion, and belonging, and we are committed to creating a welcoming and supportive environment for all employees. We believe in empowering our employees to achieve their goals and providing them with the resources and support they need to succeed.
Compensation, Perks, and Benefits
The pay rate for this role is $13/hour, and we offer a range of benefits, including opportunities for professional development and growth. 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.
Conclusion
If you are a highly skilled and technically proficient individual with a passion for customer service and technical support, we encourage you to apply for this exciting opportunity. As a Customer Care and Technical Support Advisor at blithequark, you will have the chance to work with a leading provider of EdTech solutions, develop your skills and knowledge, and contribute to the success of our company. Don't miss out on this opportunity to join our team and take your career to the next level. Apply now to become a part of blithequark's dynamic and inclusive team!
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