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

• *Join arenaflex, a leading EdTech company, in revolutionizing the education sector with innovative solutions and exceptional customer support.**

Are you a customer-centric, 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 our team as an Overnight Customer Care and Technical Support Advisor.

• *About arenaflex**

arenaflex 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. We believe in the power of a diverse and inclusive workforce, committed to making diversity, inclusion, and belonging a foundational part of our company culture.

• *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.

• *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, and email. You will provide timely, professional, and empathetic support, resolving customer issues while promoting a positive image of arenaflex. Your technical skills, problem-solving ability, and excellent communication skills will enable you to navigate complex technical issues and provide delightful, efficient, and accurate resolutions to customer inquiries.

• *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
• 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
• Participate in internal training programs to expand knowledge and support multiple clients
• 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
• Flexible scheduling with immediate availability
• Remote work opportunities with a quiet, distraction-free environment
• Opportunities for career growth and professional development
• Comprehensive training programs to expand knowledge and support multiple clients
• A dynamic, fast-paced work environment with a team of passionate and dedicated professionals

• *Why Join arenaflex?**

• Be part of a leading EdTech company revolutionizing the education sector
• Work with a diverse and inclusive team committed to making a positive impact
• Enjoy flexible scheduling and remote work opportunities
• Develop your technical skills and problem-solving abilities in a dynamic environment
• Participate in comprehensive training programs to expand your knowledge and support multiple clients
• Enjoy a competitive pay rate and comprehensive benefits package

• *How to Apply:**

If you are a customer-centric, technically skilled individual with a passion for delivering exceptional support experiences, we invite you to apply for this exciting opportunity. Please submit your application through our website, and we will review your qualifications and experience.

• *Equal Employment Opportunity:**

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