Introduction to Anthology and Our Mission
Anthology is a leading EdTech company that offers the largest 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, enabling learners and educators to achieve their goals. We believe in the power of a diverse and inclusive workforce, and as we expand globally, we are committed to making diversity, inclusion, and belonging a foundational part of our hiring practices and company culture.
About Student Success and Our Services
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.
The Opportunity for Overnight Customer Care and Technical Support Advisor
We are seeking a technically skilled and customer-focused individual to join our team as an Overnight Customer Care and Technical Support Advisor. As a key member of our team, you will interact with families of students to address their concerns, provide introductory information to new users on various products, and resolve end-user inquiries in a timely and professional manner. You will also be responsible for installing, maintaining, and troubleshooting computers, printers, phones, and other peripheral equipment, as well as troubleshooting hardware and software issues.
Key Responsibilities:
- Addressing student families' concerns and providing empathetic support
- Providing introductory information to new users on various products and services
- Resolving end-user inquiries via multiple technologies, including telephony, chat, and web-based inquiries
- Installing, maintaining, and troubleshooting computers, printers, phones, and other peripheral equipment
- Troubleshooting hardware and software issues and 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 phone, chat, and email
- 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 a web-based ticketing system
- Searching and navigating the knowledge base to identify appropriate resolutions for client issues
- Escalating unique issues or inaccurate information contained in the knowledge base to the immediate supervisor for resolution
- Projecting a 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
Essential Qualifications:
To be successful in this role, you must possess the following essential qualifications:
- Ability to work from 10:00 pm - 7:00 am EST, including weekends
- Availability to train from 9:00 am - 6:00 pm EST for three weeks
- Strong computer knowledge, including the ability to accurately type at least 25 wpm
- Strong interpersonal skills and a 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 the nature of the problem
- 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
- 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)
- 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), 40 Mbps Download, 20 Mbps Upload, 100ms Ping or less, Jitter: 40 MS or less, Hardwired Connection
Preferred Qualifications:
While not required, the following preferred qualifications will make you a stronger candidate:
- 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:
We offer a competitive hourly rate of $13/hour, as well as opportunities for career growth and professional development. Our company culture values diversity, inclusion, and belonging, and we are committed to providing a supportive and inclusive work environment. As a remote worker, you will have the flexibility to work from home and manage your schedule to meet the needs of our customers.
Career Growth Opportunities and Learning Benefits:
At Anthology, we are committed to helping our employees grow and develop in their careers. We offer internal training programs, mentorship opportunities, and a supportive work environment that encourages learning and professional development. As a Customer Care and Technical Support Advisor, you will have the opportunity to develop your technical skills, improve your customer service skills, and advance your career in the EdTech industry.
Work Environment and Company Culture:
Our company culture values diversity, inclusion, and belonging, and we are committed to providing a supportive and inclusive work environment. We believe in the power of a diverse and inclusive workforce, and we are committed to making diversity, inclusion, and belonging a foundational part of our hiring practices and company culture. As a remote worker, you will be part of a virtual team that is dedicated to providing excellent customer service and technical support to our customers.
Compensation, Perks, and Benefits:
We offer a competitive hourly rate of $13/hour, as well as opportunities for career growth and professional development. Our company culture values diversity, inclusion, and belonging, and we are committed to providing a supportive and inclusive work environment. As a remote worker, you will have the flexibility to work from home and manage your schedule to meet the needs of our customers. We also offer a range of perks and benefits, including internal training programs, mentorship opportunities, and a supportive work environment that encourages learning and professional development.
Conclusion:
If you are a motivated and customer-focused individual with a passion for technology and education, we encourage you to apply for this exciting opportunity. As an Overnight Customer Care and Technical Support Advisor, you will play a critical role in providing excellent customer service and technical support to our customers. Don't miss out on this chance to join our team and make a difference in the lives of students and educators around the world. Apply now and take the first step towards a rewarding new role!
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