Offer summary

Qualifications:

Full professional proficiency in written and spoken English & Spanish (CEF C1 level or above), High School diploma or equivalent combination of education and experience, Strong computer knowledge and proficiency in MS Office applications, Previous customer service or technical support experience is preferred..

Key responsibilities:

Addressing concerns from student families and providing information to new users.

Resolving inbound customer calls and inquiries in a professional manner.

Troubleshooting hardware and software issues and completing installations.

Documenting information into a web-based ticketing system and managing client issues.

Job description

Description

Bilingual Customer Care and Technical Support Advisor

Remote – US Work From Home

Pay rate is $16/hour. We use national and industry-specific survey data to assist in determining compensation. Additionally, we consider factors such as external market rate, budget for the role, and the compensation rates of current employees performing the same function. Some roles will have variable pay. 

The Opportunity

Position responsibilities:

Addressing student families concerns
Providing introductory information to new users on various products
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
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
Managing and resolving identified client issues
Documenting information into web-based ticketing system
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:

Required skills:

Full professional proficiency in written and spoken English & Spanish (equivalent to CEF C1 level or above)
You must be able to work from home in a quiet, distraction-free environment without any conflicting responsibilities during your scheduled work shift
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
Must have either an ISP provided modem that allows a third party VOIP, or a personal modem and personal router without restrictions
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
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

This job description is not designed to contain a comprehensive listing of activities, duties, or responsibilities that are required. Nothing in this job description restricts management's right to assign or reassign duties and responsibilities at any time. There may be additional minimal requirements in application. 

Anthology 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.   

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