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

Are you a customer service enthusiast with a knack for technical troubleshooting? Do you thrive in fast-paced environments where no two calls are ever the same? If so, we invite you to join our dynamic team at blithequark as an Overnight Customer Care and Technical Support Advisor. As a key member of our Student Success division, you will play a vital role in delivering exceptional support to students, families, and educators worldwide. **About blithequark** blithequark is 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, empowering learners and educators to achieve their goals. With a commitment to diversity, inclusion, and belonging, we strive to create a workplace where everyone feels valued and empowered to succeed. **About Student Success** 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 education experience for everyone by extending institutional resources to meet the growing demands of learners. **Job Responsibilities** As an Overnight Customer Care and Technical Support Advisor, you will be responsible for: * Addressing student families' concerns and providing introductory information to new users on various products * Resolving end-user inquiries by utilizing multiple technologies, including telephony, chat, and web-based inquiries * 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 * Establishing good relationships with all departments and colleagues * 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 while communicating appropriate options in a timely and professional manner * Managing and resolving identified client issues for assigned customer accounts * Documenting information into web-based ticketing systems * 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 a 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 customer inquiries * 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 **Requirements** To succeed in this role, you will need: * Strong computer knowledge, including the ability to accurately type at least 25 wpm * Strong interpersonal skills and a very 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 * High-speed internet connection (Cable, Fiber, DSL) with the following requirements: + 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 * 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 **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** As a valued member of our team, you will receive: * Competitive hourly rate of $13/hour * Opportunities for career growth and professional development * Flexible scheduling to accommodate your needs * Comprehensive training programs to enhance your skills and knowledge * Collaborative and dynamic work environment * Recognition and rewards for outstanding performance **Why Join blithequark?** At blithequark, we are committed to creating a workplace where everyone feels valued, empowered, and supported. We believe in the power of diversity, inclusion, and belonging, and we strive to create a culture that reflects these values. As a member of our team, you will have the opportunity to: * Work with a talented and dedicated team of professionals who share your passion for education and customer service * Contribute to the development of innovative solutions that improve student outcomes and enhance the education experience * Participate in ongoing training and professional development programs to enhance your skills and knowledge * Enjoy a flexible and dynamic work environment that supports your needs and goals * Receive competitive compensation and benefits that recognize your value and contributions **How to Apply** If you are a motivated and customer-focused individual with a passion for technical troubleshooting, we encourage you to apply for this exciting opportunity. Please submit your application through our website, including your resume, cover letter, and any relevant certifications or qualifications. We look forward to hearing from you! **Equal Employment Opportunity** blithequark 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