Overnight Customer Care and Technical Support Advisor ID - 1387

Overnight Customer Care and Technical Support Advisor

Remote - US

The Opportunity:

Anthology offers the largest EdTech ecosystem on a global scale, supporting over 150 million users in 80 countries. The company''s mission is to provide dynamic, data-informed experiences to the global education community so that learners and educators can achieve their goals.

We believe in the power of a truly diverse and inclusive workforce. As we expand globally, we are committed to making diversity, inclusion, and belonging a foundational part of not only our hiring practices but who we are as a company.

For more information about Anthology and our career opportunities, please visit www.anthology.com.

 

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. Our goal is to build a better education experience for everyone by extending institutional resources to meet the growing demands of learners.

We are looking for technically skilled candidates with good problem-solving ability for the position of Customer Care and Technical Support Advisor. The duties of this role include interacting with families of students to address their concerns, being a reference point for all IT-related queries at the user level, responding to user needs in a timely manner, and ensuring the optimal running of all systems, among other technical duties.

Student Success offers remote, work from home opportunities with immediate availability and schedules that offer flexibility.

Other Jobs You May Be Interested In

Remote Data Entry, No Experience, $40/hr, Part-Time
Virtual Assistant, $45/hr, Remote, No Experience, Night Job
Entry-Level Remote Data Entry, $50/hr, Evening Job
Customer Support, No Degree, $40/hr, Remote, Weekend Job
Remote Phone Job, $42/hr, Part-Time, College Student Friendly
Virtual Assistant, $40/hr, Remote, No Degree, Night Job
Part-Time Data Entry, $45/hr, Remote, College Student Friendly
Remote Moderator, No Degree, $50/hr, Evening, Weekend Job
Remote Customer Support, $42/hr, Night Job, No Experience
Live Chat Support, $40/hr, Remote, Entry Level, Part-Time
Virtual Assistant, Remote, $42/hr, Weekend, No Experience
Remote Data Entry, $45/hr, No Degree, Night Shift
Part-Time Customer Support, $40/hr, Remote, College Student
Remote Live Chat, $50/hr, Part-Time, Evening/Night Job
Entry Level Phone Job, $42/hr, Remote, No Degree Required
Weekend Data Entry, $45/hr, Remote, No Experience
Remote Virtual Assistant, $40/hr, Evening, Part-Time Job
Remote Moderator, $42/hr, Part-Time, Weekend, No Degree
Data Entry, $45/hr, Remote, Night Shift, College Student Job
Phone Support, Remote, $50/hr, No Experience, Part-Time
Virtual Assistant, No Experience, $42/hr, Remote, Weekend
Remote Customer Support, $45/hr, Part-Time, College Student
Data Entry, Remote, $40/hr, Night Shift, No Degree
Evening Virtual Assistant, Remote, $45/hr, No Experience
Weekend Customer Support, $42/hr, Remote, College Student
Remote Data Entry, $50/hr, No Experience, Evening/Night Job
Remote Live Chat, $40/hr, Part-Time, No Degree Required
Virtual Assistant, $42/hr, Remote, Weekend, Entry Level
Remote Phone Support, $45/hr, Evening, No Experience Required
Data Entry, No Experience, $50/hr, Remote, College Student
Remote Moderator, $40/hr, Weekend, No Degree, Part-Time
Live Chat Support, Remote, $42/hr, Night Shift, College Student
Phone Job, $50/hr, Remote, No Degree, Part-Time, Weekend
Data Entry, $45/hr, Remote, Evening, No Experience Required
Virtual Assistant, No Experience, $42/hr, Remote, Part-Time
Remote Customer Support, $50/hr, Night Shift, No Degree
Remote Data Entry, $40/hr, College Student Friendly, Part-Time
Live Chat Support, $42/hr, Weekend, Remote, No Degree
Virtual Assistant, Remote, $45/hr, Evening, No Experience
Remote Phone Job, $50/hr, College Student, Night Shift
Remote Moderator, $42/hr, Weekend, No Experience Required
Data Entry, No Degree, $45/hr, Part-Time, Remote Job
Customer Support, $50/hr, Remote, Evening/Night Job, No Degree
Virtual Assistant, $42/hr, Remote, Weekend, No Degree
Remote Live Chat, $45/hr, College Student, No Experience
Remote Data Entry, $40/hr, Part-Time, No Degree Required
Phone Support, $50/hr, Weekend, Remote, No Experience
Virtual Assistant, $42/hr, Evening, Remote, No Degree
Remote Customer Support, $45/hr, No Experience, Part-Time
Data Entry, $50/hr, Night Job, No Degree, Remote
Remote Moderator, $40/hr, College Student Friendly, Part-Time
Virtual Assistant, Remote, $42/hr, Weekend, No Experience
Remote Phone Job, $45/hr, Part-Time, No Degree Required
Customer Support, $50/hr, Night Job, Remote, No Experience
Data Entry, Remote, $42/hr, Evening Job, No Degree
Live Chat Support, $45/hr, Weekend, Remote, College Student
Virtual Assistant, Remote, $50/hr, Part-Time, Night Shift

Position responsibilities:

  • Addressing student families concerns
  • Providing introductory information to new users on various products
  • Resolving end user inquiries by utilizing multiple technologies including telephony, chat, and web-based inquiries
  • 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
  • Establishing good relationships with all departments and colleagues
  • 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 while communicating appropriate options in a timely and professional manner
  • Managing and resolving identified client issues for assigned customer accounts
  • 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
  • Projecting favorable image of the company to promote its objectives and goals that enhance client relationships
  • Participating in internal training programs to expand knowledge and support multiple clients
  • Providing delightful, efficient, and accurate resolutions to customer inquiries
  • 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:

  • Must be able to work 10:00 pm - 7:00 am EST
  • Must be available to work weekends.
  • Must be available to train 9:00 am - 6:00 pm EST for three weeks.
  • 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
  • Strong interpersonal skills and a very high degree of customer service ethic
  • 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 ask questions to determine nature of problem
  • 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
  • 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)
    • 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
    • Hardwired Connection
      • Wired connection from the modem/router to the device, 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


Pay rate is $13/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.

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.

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.

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

Back to blog

Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...