Introduction to blithequark
At blithequark, we are passionate about providing dynamic, data-informed experiences to the global education community, empowering learners and educators to achieve their goals. As a leader in the EdTech ecosystem, we support over 150 million users in 80 countries, fostering a culture of diversity, inclusion, and belonging. Our mission is to make a positive impact on the world of education, and we are committed to hiring talented individuals who share our vision.
About the Role
We are seeking a highly skilled and dedicated Overnight Customer Care and Technical Support Advisor to join our team. As a key member of our Student Success division, you will play a vital role in delivering exceptional support to students, families, and institutions, ensuring that our technology-enabled solutions meet their evolving needs. This is a remote work opportunity, offering flexibility and the chance to work from the comfort of your own home.
Key Responsibilities
As an Overnight Customer Care and Technical Support Advisor, your primary responsibilities will include:
- Addressing concerns and queries from student families, providing timely and effective solutions to ensure their satisfaction
- Offering introductory information to new users on various products, ensuring a seamless onboarding experience
- Resolving end-user inquiries via multiple channels, including telephony, chat, and web-based inquiries, utilizing your technical expertise and problem-solving skills
- Installing, maintaining, and troubleshooting computers, printers, phones, and other peripheral equipment, ensuring optimal system performance
- Troubleshooting hardware and software issues, providing remote support and guidance to users
- Completing software installations, configuring systems, and performing other technical tasks as required
- Establishing strong relationships with colleagues and departments, fostering a collaborative and supportive work environment
- Serving as the first point of contact for customers seeking technical assistance, providing empathetic and professional support via phone, chat, and email
- Striving for one-call resolution of customer issues, communicating appropriate options and solutions in a timely and professional manner
- Managing and resolving identified client issues, documenting information in our web-based ticketing system, and escalating unique issues to supervisors as needed
- Participating in internal training programs to expand your knowledge and support multiple clients, staying up-to-date with the latest technologies and industry trends
Essential Qualifications
To be successful in this role, you will need:
- High School diploma or equivalent combination of education and experience
- Strong computer knowledge, including the ability to accurately type at least 25 wpm
- Excellent interpersonal skills, with a high degree of customer service ethic and ability to communicate clearly, both written and orally
- Ability to work from home in a quiet, distraction-free environment, with a reliable internet connection and necessary equipment
- Availability to work overnight shifts (10:00 pm - 7:00 am EST), including weekends, and participate in training sessions during the day (9:00 am - 6:00 pm EST) for three weeks
- Strong analytical and problem-solving skills, with attention to detail and ability to walk customers through outlined problem-solving processes
- Full professional proficiency in written and spoken English (equivalent to CEF B2 level or above)
- Ability to work in a fast-paced, conversation-heavy environment, with a strong focus on customer satisfaction and support
Preferred Qualifications
While not essential, the following qualifications are highly desirable:
- 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, with knowledge of internet applications and proficiency in MS Office computer applications
Skills and Competencies
To excel in this role, you will need to possess:
- Excellent communication and interpersonal skills, with ability to empathize with customers and provide timely, effective solutions
- Strong technical skills, including knowledge of computer hardware, software, and networking principles
- Ability to work independently, with minimal supervision, and as part of a remote team
- Strong problem-solving and analytical skills, with attention to detail and ability to troubleshoot complex technical issues
- Ability to adapt to changing priorities and deadlines, with a flexible and positive attitude
Career Growth Opportunities and Learning Benefits
At blithequark, we are committed to the growth and development of our employees. As an Overnight Customer Care and Technical Support Advisor, you will have access to:
- Comprehensive training programs, designed to enhance your technical skills and knowledge
- Ongoing coaching and feedback, to support your professional development and career advancement
- Opportunities to work on diverse projects, with a range of clients and technologies
- A collaborative, supportive work environment, with a team of experienced professionals
Work Environment and Company Culture
At blithequark, we pride ourselves on our positive, inclusive company culture. As a remote employee, you will be part of a dynamic, global team, with opportunities to connect with colleagues and contribute to our mission. We offer:
- A flexible, remote work environment, with the freedom to work from home
- A comprehensive benefits package, including competitive pay, health insurance, and retirement savings plans
- A supportive, collaborative work environment, with regular team meetings and social events
- Opportunities to participate in company-wide initiatives, including diversity and inclusion programs, and community outreach activities
Compensation, Perks, and Benefits
We offer a competitive hourly rate of $13/hour, with opportunities for career advancement and professional growth. Our benefits package includes:
- Comprehensive health insurance, with medical, dental, and vision coverage
- Retirement savings plans, with company match
- Flexible paid time off, with holidays and vacation days
- Opportunities for professional development, with training and education programs
Conclusion
If you are a motivated, technically skilled individual, with a passion for customer service and support, we encourage you to apply for this exciting opportunity. As an Overnight Customer Care and Technical Support Advisor at blithequark, you will be part of a dynamic, global team, dedicated to making a positive impact on the world of education. Join us, and take the first step towards a rewarding, challenging career, with opportunities for growth and development.
Apply now, and become part of our mission to empower learners and educators, worldwide.
Apply Now