Customer Care and Technical Support Advisor
Job Summary
Job Description
The Customer Care and Technical Support Advisor role involves addressing student families' concerns, providing introductory information on various products, and resolving customer inquiries via calls, chats, and emails. Responsibilities include troubleshooting hardware and software issues, completing software installations, and serving as the first point of contact for technical assistance. The advisor will strive for one-call resolution, manage and resolve client issues, document information, and escalate unique problems. They will also participate in training programs and handle multiple tasks while demonstrating empathy and patience. The role requires a quiet, distraction-free work environment and strong computer and communication skills. They will also be responsible for the stability of the internet connection.
Must have:
- Work from home in a quiet environment
- Strong computer knowledge, typing 25+ wpm
- Clear written and oral communication skills
- Ability to troubleshoot remotely
- Take inbound phone calls
- High-speed internet connection
Good to have:
- College degree
- 1+ years customer service experience
- Experience in education industry
- Technical help desk experience
5 skills required
Job Details
Customer Care and Technical Support Advisor
Remote – US Work From Home
Pay rate is $13/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:
- 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
- Full professional proficiency in written and spoken English (equivalent to CEF C1 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)
- 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.
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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