Help Desk Customer Service Advisor
Job Summary
Job Description
Anthology seeks a Help Desk Customer Service Advisor for remote work in Bogota. This role involves being the primary point of contact for IT-related user queries, resolving issues via phone, chat, and email. Responsibilities include documenting incidents, using a knowledge base for resolutions, and escalating complex problems. The advisor will also install, maintain, and troubleshoot hardware and software, complete software installations, and build positive relationships with colleagues. The goal is to provide efficient, accurate, and delightful resolutions to client inquiries while projecting a positive company image.
Must have:
- Ability to work from home after training
- High School diploma or equivalent
- Must be 18 years old or over
- Fluency in English (CEFR C1/C2)
- Excellent oral and written communication
- Ability to walk customers through processes
- Ability to ask questions to determine problems
- Knowledge of building, configuring, and troubleshooting computers
- Experience navigating multiple internet applications
- Proficiency in MS Office (Word, Excel)
- Ability to handle multiple tasks and escalate issues
- Analytical orientation with attention to detail
- Quiet, distraction-free work environment
- Typing speed of at least 25 wpm
- Strong interpersonal skills and customer service ethic
- Ability to perform remote troubleshooting
- Ability to take inbound voice calls
- Highspeed Internet (Cable, Fiber, DSL)
- 40 Mbps Download, 20 Mbps Upload
- 100ms Ping or less, 40 MS Jitter or less
- Hardwired connection from modem/router to device
Good to have:
- Some higher education completed
- Customer service or contact center experience
- Experience in education industry
- Experience with e-learning technologies
Perks:
- Benefits in prepaid medicine, dental plan, and life insurance
- Food, internet and wellness allowances
- Weekend work bonuses
- Regular company events
- Daily budget for beverage vending machines
- Office located in Capital Towers center
- Multiple private spaces for meetings
- Easy access to public transportation
- Excellent and secure area for lunch/walks
- Free parking for employees
5 skills required
Job Details
Help Desk Customer Service Advisor
Bogota - Remote Work From Home
*ONLY CVs SUBMITTED IN ENGLISH AND CANDIDATES RESIDING IN BOGOTA WILL BE CONSIDERED*
The Opportunity:
Anthology offers the largest EdTech ecosystem on a global scale, supporting over 150 million users in 80 countries. Our mission is to provide dynamic, data-informed experiences to the global education community so that learners and educators can achieve their goals.
We believe in the power of a truly diverse and inclusive workforce. As we expand globally, we are committed to making diversity, inclusion, and belonging a foundational part of not only our hiring practices but who we are as a company.
For more information about Anthology and our career opportunities, please visit www.anthology.com.
Student Success brings virtualized support and technology enabled solutions to the world’s most progressive institutions. We provide IT Help Desk and comprehensive Student Lifecycle Management services that improve student engagement and accelerate learning. Our platform gives institutions an efficient, financially sustainable way to deliver services through the enrollment and learning process. Our goal is to build a better educational experience for everyone by extending institutional resources to meet the growing demands of learners.
We are looking for technically skilled candidates with good problem-solving ability for the position of Help Desk Customer Service Advisor. The duties of this role include being a reference point for all IT-related queries at the user level, responding to user needs in a timely manner, and ensuring the optimal running of all systems, among other technical duties.
Position responsibilities will include:
- Resolving end-user inquiries by utilizing multiple technologies including telephony, chat, and web-based inquiries
- Serving as the first point of contact for clients/end-users seeking technical assistance over the phones, chats, and emails
- Striving for one-call resolution of client issues while communicating appropriate options in a timely and professional manner
- Managing and resolving identified client issues for assigned accounts
- 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
- Projecting 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 client inquiries
- 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
The Candidate:
Required skills/qualifications:
- Ability to work from home after training.
- Note: TRAINING WILL BE ONSITE - 3-4 days of training will be on-site at our office in Bogota.
- High School diploma or equivalent
- Must be 18 years old or over
- Fluency in written and spoken English at CEFR C1/C2 level.
- Excellent oral and written communication skills, including:
- 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 nature of problem
- Knowledge and experience with building, configuring, and troubleshooting computers
- Experience navigating through multiple internet applications to assist and resolve customer questions
- Proficiency in MS Office computer applications, including Word and Excel, and willingness to learn new technology systems
- Ability to handle multiple job tasks at one time and escalate issues in a timely manner
- Analytical orientation with strong attention to detail
- You must have a quiet, distraction-free work environment without any conflicting responsibilities during your scheduled work shift
- Ability to accurately type at least 25 wpm
- Strong interpersonal skills and a very high degree of customer service ethic
- Ability to perform remote troubleshooting
- Ability to take inbound (voice) phone calls in a conversation-heavy environment
- Minimum Internet Requirement
- Highspeed 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
- Hardwired Connection
- Wired connection from the modem/router to the device, no splits/gaps or usage of Wi-Fi bridges
Preferred requirements/qualifications:
- Some level of higher education completed
- Customer service or contact center experience
- Previous experience in the education industry and with e-learning technologies
What We Offer:
We have an office located in Bogota, Colombia as a hub for the LAC market.
We have an office located in Bogota, Colombia as a hub for the LAC market.
- Benefits in prepaid medicine, dental plan, and life insurance
- Food, internet and wellness allowances provided for employees
- Weekend work bonuses for Contact Center staff
- Regular events like bring your dog to work day and ping-pong, foosball, and Mario Kart tournaments
- Daily budget to spend on beverage vending machines
- Located in Capital Towers center in the financial district
- Multiple private spaces for virtual and face-to-face meetings
- Easy access to public transportation close to two important avenues, Carrera 7 and Calle 100
- Excellent and secure area to eat lunch, have a walk, or dine after office hours
- Free parking for employees and paid parking for visitors
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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