Experienced Customer Care and Technical Support Specialist – Education Technology

At blithequark, we're dedicated to empowering educators and students with innovative technology solutions that make a lasting impact. As a leading provider of education technology, we're seeking an experienced Customer Care and Technical Support Specialist to join our team. This is an exciting opportunity to work with a dynamic team, providing top-notch support to our customers, and helping to shape the future of education.

The Opportunity

As a Customer Care and Technical Support Specialist at blithequark, you'll be the first point of contact for customers seeking technical assistance over the phone, chat, or email. You'll be responsible for resolving customer issues in a professional and empathetic manner, while striving for one-call resolution. Your technical expertise will be put to the test as you troubleshoot hardware and software issues, install and maintain computer systems, and provide introductory information to new users on various products.

Key Responsibilities:

* Addressing customer concerns and resolving issues in a timely and professional manner

• Providing introductory information to new users on various products and services
• Resolving inbound customer calls and inquiries in a virtual contact center
• Installing, maintaining, and troubleshooting computers, printers, phones, and other peripheral equipment
• Troubleshooting hardware and software issues, including completing software installations
• Serving as the first point of contact for customers seeking technical assistance
• Striving for one-call resolution of customer issues
• Managing and resolving identified client issues
• 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
• Participating in internal training programs to expand knowledge and support multiple clients
• 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

The Candidate:

We're looking for a highly skilled and experienced Customer Care and Technical Support Specialist who can provide exceptional support to our customers. To be successful in this role, you'll need:

• Strong computer knowledge, including the ability to accurately type at least 25 wpm
• 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 perform remote troubleshooting
• Ability to take inbound (voice) phone calls in a conversation-heavy environment
• High School diploma or equivalent combination of education and experience
• Must be at least 18 years old
• Previous computer experience (building, configuring, troubleshooting)
• Proficiency in MS Office computer applications, including Word and Excel, and willingness to learn new technology systems
• Full professional proficiency in written and spoken English (equivalent to CEF C1 level or above)
• Willingness 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)

• Mobile Broadband is not supported, this is satellite, wireless/cellular hotspot service, and point-to-point internet service
• 40 Mbps Download
• 20 Mbps Upload
• 100ms Ping or less
• Jitter: 40 MS or less
• Wi-Fi Connection is permitted
• The employee will be responsible for maintaining the required service and stability. A wired connection from the modem/router to the device will be required if service instability exists, no splits/gaps or usage of Wi-Fi bridges

Preferred Skills:

* 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

What We Offer:

* Competitive hourly rate of $13/hour

• Opportunity to work with a dynamic team and contribute to the growth and success of blithequark
• Comprehensive training programs to expand your knowledge and skills
• Flexible work-from-home arrangement with a quiet, distraction-free environment
• Opportunity to work with a variety of customers and technologies
• Collaborative and supportive work environment
• Recognition and rewards for outstanding performance

Why Join blithequark?

At blithequark, we're passionate about empowering educators and students with innovative technology solutions. We're committed to providing exceptional customer support and service, and we're looking for talented individuals like you to join our team. If you're passionate about technology, customer service, and education, we encourage you to apply for this exciting opportunity.

How to Apply:

If you're a motivated and experienced Customer Care and Technical Support Specialist looking for a new challenge, please submit your application, including your resume and a cover letter, to [insert contact information]. We can't wait to hear 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. Apply for this job