Remote Technical Support Advisor

Job Description

REQUIREMENTS

• Excellent English written and oral communication proficiency (equivalent to CEF C1 level or above)
• Computer knowledge and multi-tasking with internet navigation skills
• Experience navigating and managing multiple passwords and systems simultaneously
• High school diploma
• Must be at least 18 years old
• Willing to accept a temporary, full-time position working 40 hours a week
• Must reside within approved state*
• Able to work from home with Home Internet that meets the following requirements:
  • 30 Mbps download
  • 15 Mbps upload
  • 100ms ping or less
• Cable, Fiber, or DSL only (no mobile broadband, hotspot, satellite, or point-to-point)
• Wi-Fi is allowed; wired connection required if WiFi becomes unstable
• Successful candidates will be required to complete and pass a CLEAR™ identity verification as part of the pre-employment screening process
  • CLEAR™ Candidate FAQ
• Must be able to enroll in and use Multi-Factor Authentication (MFA) via Okta with Microsoft Authenticator for secure access to company systems.
• College degree or some college completed preferred
• 1 or more years of customer service experience preferred

RESPONSIBILITIES

• Addressing student families concerns
• Providing introductory information to new users on various products
• Providing delightful, efficient, and accurate resolutions to customer inquiries
• Demonstrating empathy, patience, and flexibility during phone calls
• 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
• Documenting information into web-based ticketing system
• 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

Are you interested in this position?

Apply by clicking on the “Apply Now” button below!

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