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

Are you a customer-focused, technically skilled individual with a passion for delivering exceptional support experiences? Do you thrive in a dynamic, fast-paced environment where no two calls are ever the same? If so, we invite you to join blithequark's Student Success team as an Overnight Customer Care and Technical Support Advisor. At blithequark, we're revolutionizing the education industry with our cutting-edge EdTech ecosystem, supporting over 150 million users in 80 countries. Our mission is to provide dynamic, data-informed experiences that empower learners and educators to achieve their goals. As a key member of our Student Success team, you'll play a vital role in delivering exceptional support experiences that drive student success and satisfaction. **About blithequark** blithequark is a global leader in the EdTech industry, dedicated to making a positive impact on education. Our innovative solutions and commitment to diversity, equity, and inclusion have earned us a reputation as a trusted partner for educational institutions worldwide. As a member of our team, you'll be part of a dynamic, inclusive community that values collaboration, creativity, and continuous learning. **The Opportunity** As an Overnight Customer Care and Technical Support Advisor, you'll be responsible for providing top-notch support to students, families, and educators through various channels, including phone, chat, and email. You'll be the first point of contact for customers seeking technical assistance, resolving issues efficiently and effectively while promoting a positive image of blithequark. Your technical expertise, problem-solving skills, and customer-centric approach will make you an invaluable asset to our team. **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 * Install, maintain, and troubleshoot computers, printers, phones, and other peripheral equipment * Troubleshoot hardware and software issues, completing software installations as needed * Establish good relationships with all departments and colleagues, serving as a reference point for all IT-related queries at the user level * 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, searching and navigating 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 * 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 * Strong computer knowledge, including the ability to accurately type at least 25 wpm * Strong interpersonal skills and a high degree of customer service ethic * 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 the nature of the problem * 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 * 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 * Flexible scheduling to accommodate your needs * Opportunities for career growth and professional development * Comprehensive training programs to enhance your skills and knowledge * Collaborative, inclusive work environment * Access to cutting-edge technology and innovative solutions * Competitive compensation package, including benefits and perks **Why Join blithequark?** At blithequark, we're committed to making a positive impact on education and the lives of our customers. As a member of our team, you'll have the opportunity to: * Work with a global leader in the EdTech industry * Contribute to the development of innovative solutions that drive student success * Collaborate with a diverse, inclusive team of professionals who share your passion for education * Enjoy flexible scheduling and a work-life balance that suits your needs * Participate in comprehensive training programs to enhance your skills and knowledge * Access cutting-edge technology and innovative solutions that make a real difference in education **How to Apply** If you're a customer-focused, technically skilled individual with a passion for delivering exceptional support experiences, we invite you to apply for this exciting opportunity. Please submit your application, including your resume and a cover letter, through our website. We look forward to hearing from you! Apply Now! Apply for this job