Bilingual Customer Care and Technical Support Advisor
Job Summary
Job Description
This position is for a Bilingual Customer Care and Technical Support Advisor. Responsibilities include addressing student and family concerns, providing introductory information, resolving customer inquiries, troubleshooting hardware and software, and serving as the first point of contact for technical assistance. The advisor will also be responsible for documenting information in a web-based ticketing system, escalating unique issues, and participating in training programs. The role requires empathy, patience, and the ability to handle multiple tasks. The pay rate is $16 per hour.
Must have:
- Full professional proficiency in written and spoken English & Spanish
- Must work from home in a quiet, distraction-free environment
- Strong computer knowledge including typing at least 25 wpm
- Ability to communicate clearly, both written and orally
- Ability to perform remote troubleshooting
- Ability to take inbound (voice) phone calls
- Must have required modem and router specifications
- High School diploma or equivalent
- Must be at least 18 years old
- Previous computer experience
Good to have:
- College degree or some college completed
- 1 or more years of customer service experience
- Experience in the education industry
- Experience working in a technical help desk position
5 skills required
Job Details
Bilingual Customer Care and Technical Support Advisor
Remote – US Work From Home
Pay rate is $16/hour. We use national and industry-specific survey data to assist in determining compensation. Additionally, 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.
The Opportunity
Position responsibilities:
- Addressing student families concerns
- Providing introductory information to new users on various products
- 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
- 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
- Managing and resolving identified client issues
- Documenting information into web-based ticketing system
- 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
- Participating in internal training programs to expand knowledge and support multiple clients
- 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 Candidate:
Required skills:
- Full professional proficiency in written and spoken English & Spanish (equivalent to CEF C1 level or above)
- 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
- 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 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
- Previous computer experience (building, configuring, troubleshooting)
- Proficiency in MS Office computer applications, including Word and Excel, and willingness to learn new technology systems
- 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)
- Mobile Broadband is not supported, this is satellite, wireless/cellular hotspot service, and point to point internet service
- 40 Mbps Download
- 20 Mbps Upload
- 100ms Ping or less
- Jitter: 40 MS or less
- Wi-Fi Connection is permitted
- The employee will be responsible for maintaining the required service and stability. A wired connection from the modem/router to the device will be required if service instability exists, 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
This job description is not designed to contain a comprehensive listing of activities, duties, or responsibilities that are required. Nothing in this job description restricts management's right to assign or reassign duties and responsibilities at any time. There may be additional minimal requirements in application.
Anthology 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.
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About The Company
Anthology delivers education and technology solutions so that students can reach their full potential and learning institutions thrive. Millions of students around the world are supported throughout their education journey via Anthology’s ecosystem of flagship SaaS solutions and supporting services, including the award-winning Blackboard® (LMS), Anthology® Student (SIS/ERP), and Anthology® Reach (CRM). Through the Power of Together, we are uniquely inspiring educators and institutions with innovation that is meaningful, simple and intelligent to help customers redefine what’s possible and create life-changing opportunities for people everywhere. www.anthology.com.
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