Job Description
At careerzynith, we're dedicated to revolutionizing the education sector by providing cutting-edge technology and innovative solutions that empower learners and educators worldwide. As a leading EdTech company, we're committed to fostering a diverse and inclusive workforce that reflects the global community we serve. We're now seeking a highly skilled and customer-focused individual to join our team as a Full Stack Customer Care and Technical Support Advisor.
- *The Opportunity:**
careerzynith offers a unique chance to be part of a dynamic and rapidly growing organization that's shaping the future of education. As a Customer Care and Technical Support Advisor, you'll play a vital role in delivering exceptional support to our clients, ensuring their technical needs are met, and their experiences are seamless. You'll be part of a global team that's passionate about making a difference in the lives of learners and educators.
- *About careerzynith:**
careerzynith is a global leader in EdTech, supporting over 150 million users in 80 countries. Our mission is to provide dynamic, data-informed experiences that empower learners and educators to achieve their goals. We're committed to diversity, inclusion, and belonging, and we're dedicated to creating a workplace culture that's inclusive, supportive, and empowering.
- *Student Success:**
careerzynith's Student Success division provides virtualized support and technology-enabled solutions to progressive institutions worldwide. Our platform offers comprehensive Student Lifecycle Management services, improving student engagement and accelerating learning. We're dedicated to building a better education experience for everyone by extending institutional resources to meet the growing demands of learners.
- *Job Responsibilities:**
As a Full Stack Customer Care and Technical Support Advisor, you'll be responsible for:
- Addressing student families' concerns and 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 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
- 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
- *The Candidate:**
We're looking for a highly skilled and customer-focused individual who possesses:
- 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 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)
- Willing to accept a temporary assignment
- Must reside in an approved state
- *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
- *Work Environment and Culture:**
As a remote employee, you'll have the flexibility to work from home in a quiet, distraction-free environment. We're committed to creating a workplace culture that's inclusive, supportive, and empowering. You'll have access to:
- A comprehensive training program to help you develop your skills and knowledge
- A collaborative and supportive team environment
- Opportunities for career growth and professional development
- A competitive compensation package, including a pay rate of $13/hour
- A comprehensive benefits package, including health, dental, and vision insurance
- A 401(k) retirement plan with company match
- Paid time off and holidays
- Access to cutting-edge technology and tools
- *How to Apply:**
If you're a highly skilled and customer-focused individual who's passionate about making a difference in the lives of learners and educators, we encourage you to apply for this exciting opportunity. Please visit our website at [www.careerzynith.com](http://www.careerzynith.com) to learn more about our company and our career opportunities.
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