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

Are you a customer-centric, tech-savvy individual with a passion for delivering exceptional support experiences? Do you thrive in a fast-paced, dynamic environment where no two days 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. **About blithequark** blithequark is a leading EdTech company that has revolutionized the way educational institutions deliver support and services to their students. With a global presence in 80 countries and over 150 million users, we are committed to providing innovative, data-driven solutions that empower learners and educators to achieve their goals. Our mission is to build a better education experience for everyone, and we're looking for talented individuals like you to help us make it happen. **About Student Success** Student Success is a division of blithequark that specializes in providing virtualized support and technology-enabled solutions to progressive institutions. Our platform offers comprehensive Student Lifecycle Management services, including IT Help Desk and enrollment management, to improve student engagement and accelerate learning. We're passionate about creating a seamless, efficient experience for students, faculty, and staff, and we're seeking a skilled Customer Care and Technical Support Advisor to join our team. **Job Summary** As an Overnight Customer Care and Technical Support Advisor, you will be the first point of contact for customers seeking technical assistance over the phone, chat, or email. You will be responsible for resolving end-user inquiries, troubleshooting hardware and software issues, and providing exceptional support experiences that exceed customer expectations. If you're a tech-savvy, customer-focused individual with a passion for delivering outstanding support, 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 resolution 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 **Work Environment and Culture** As a remote employee of blithequark, you will have the flexibility to work from home and enjoy a dynamic, fast-paced work environment. Our team is passionate about delivering exceptional support experiences, and we're committed to creating a culture that values diversity, inclusion, and belonging. We offer a range of benefits, including: * Competitive hourly rate of $13/hour * Opportunities for career growth and professional development * Flexible scheduling and remote work options * Comprehensive training programs to expand your skills and knowledge * Collaborative, supportive team environment * Recognition and rewards for outstanding performance **How to Apply** If you're a motivated, customer-focused individual with a passion for delivering exceptional support experiences, we encourage you to apply for this exciting opportunity. Please submit your application, including your resume and a cover letter, to [insert contact information]. 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