**Experienced Overnight Customer Care and Technical Support Advisor – EdTech Industry**

**About arenaflex** arenaflex is a leading provider of innovative EdTech solutions, empowering educators and learners worldwide to achieve their goals. With a global presence in 80 countries and supporting over 150 million users, arenaflex is committed to delivering dynamic, data-informed experiences that transform the education landscape. Our mission is to bridge the gap between technology and education, fostering a more inclusive and accessible learning environment for all. **Join arenaflex's Student Success Team** Student Success is a pioneering division within arenaflex, dedicated to providing virtualized support and technology-enabled solutions to the world's most progressive institutions. Our comprehensive Student Lifecycle Management services improve student engagement, accelerate learning, and enhance the overall education experience. By leveraging our cutting-edge platform, institutions can efficiently deliver services throughout the enrollment and learning process, ensuring a better education experience for everyone. **The Opportunity** We are seeking an experienced and technically skilled Overnight Customer Care and Technical Support Advisor to join our Student Success team. As a key member of our remote support team, you will play a vital role in addressing student families' concerns, providing introductory information to new users, and resolving end-user inquiries in a timely and professional manner. If you possess excellent problem-solving skills, strong interpersonal abilities, and a high degree of customer service ethic, we encourage you to apply for this exciting opportunity. **Key Responsibilities** * Address student families' concerns and provide introductory information to new users on various products * Resolve end-user inquiries by utilizing multiple technologies, including telephony, chat, and web-based inquiries * In a virtual contact center, resolve inbound customer calls and inquiries in a professional and empathetic manner * Install, maintain, and troubleshoot computers, printers, phones, and other peripheral equipment * Troubleshoot hardware and software issues * Complete software installations * Establish good relationships with all departments and colleagues * Serve as the first point of contact for customers seeking technical assistance over the phones, chats, and emails * Strive for one-call resolution of customer issues while communicating appropriate options in a timely and professional manner * Manage and resolve identified client issues for assigned customer accounts * Document information into web-based ticketing systems * Search and navigate the knowledge base to identify appropriate resolutions for client issues * Escalate unique issues or inaccurate information contained in the knowledge base to the immediate supervisor for resolution * Project a favorable image of the company to promote its objectives and goals that enhance client relationships * Participate in internal training programs to expand knowledge and support multiple clients * Provide delightful, efficient, and accurate resolutions to customer inquiries * Complete special projects as requested by management * Demonstrate empathy, patience, and flexibility during phone calls * Handle multiple job tasks at one time and escalate issues in a timely manner **Essential Qualifications** * 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 * Proficiency in MS Office computer applications, including Word and Excel, and willingness to learn new technology systems * Familiarity with education-related technologies * Analytical orientation with strong attention to detail * Full professional proficiency in written and spoken English (equivalent to CEF B2 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) + 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 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 **Compensation and Benefits** * Pay rate: $13/hour * arenaflex uses national and industry-specific survey data to assist in determining compensation * Consideration of 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 **Work Environment and Culture** * Remote work opportunities with immediate availability and schedules that offer flexibility * arenaflex is committed to making diversity, inclusion, and belonging a foundational part of our hiring practices and company culture * We believe in the power of a truly diverse and inclusive workforce, and we strive to create a work environment that is inclusive, respectful, and supportive of all employees **How to Apply** If you are a motivated and customer-focused individual with a passion for education and technology, we encourage you to apply for this exciting opportunity. Please visit our website to submit your application and join our team of dedicated professionals at arenaflex. Apply Now! **Equal Employment Opportunity/Affirmative Action Employer** arenaflex 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. **Approved States** This position is available for candidates residing in the following states: AL, AR, FL, GA, IN, KY, LA, MO, MS, NC, NV, OH, OK, PA, SC, TN, TX, WI, WV Apply for this job