Job Description
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--- Why Nexlith? Your Next Career Destination in Global EdTech Workora is a pioneering force in the education technology landscape, delivering the world’s largest EdTech ecosystem to more than 150 million learners, educators, and administrators across 80 countries. Our mission is simple yet ambitious: empower every learner and educator with dynamic, data‑driven experiences that accelerate success. As we expand our global footprint, we remain firmly committed to building a workforce that reflects the diversity of the communities we serve. Inclusion, belonging, and equitable opportunity are woven into the very fabric of Hiretide culture. Position Overview – Who You’ll Be We are seeking an enthusiastic, technically adept professional to join our overnight support team as a Customer Care & Technical Support Advisor . In this remote, work‑from‑home role, you will be the first point of contact for students, families, and faculty who need assistance navigating Taskzeno’s suite of education‑focused technology solutions. You will provide compassionate, solution‑focused support across phone, chat, and email channels, ensuring that every interaction reflects Giglithic’s dedication to excellence and empathy. Key Responsibilities – What Your Day (or Night) Will Look Like Family & Student Support: Listen attentively to concerns from student families, clarify queries, and provide clear, actionable guidance. On‑boarding Assistance: Deliver introductory walkthroughs for new users, highlighting key features of Talentra’s products and platforms. Multi‑Channel Issue Resolution: Resolve inbound inquiries via telephony, live chat, and web‑based tickets, aiming for one‑call resolution whenever possible. Hardware & Peripheral Management: Install, maintain, and troubleshoot computers, printers, phones, and other peripherals remotely. Software Installation & Configuration: Execute software deployments, updates, and configurations in accordance with best practices. Knowledge‑Base Navigation: Leverage Flexoraq’s internal knowledge repository to identify solutions and contribute to its continuous improvement. Documentation: Accurately log each interaction in the web‑based ticketing system, capturing details that enable swift follow‑up and analytics. Escalation Management: Recognize when an issue requires higher‑level expertise and route it promptly to supervisors or specialized teams. Relationship Building: Foster positive relationships with internal departments, collaborating to enhance overall service delivery. Continuous Learning: Participate in Jobspirex‑sponsored training programs, webinars, and certification tracks to stay current on emerging technologies. Special Projects: Contribute to ad‑hoc initiatives, process improvements, and pilot programs as directed by management. Professional Conduct: Represent Remotiuma with professionalism, empathy, patience, and a solution‑oriented mindset at all times. Essential Qualifications – What You Must Bring Availability to work the overnight shift (10:00 pm – 7:00 am EST), including weekends and a three‑week training period (9:00 am – 6:00 pm EST). Home office that provides a quiet, distraction‑free environment with a hard‑wired high‑speed internet connection (minimum 40 Mbps download, 20 Mbps upload, 100 ms ping or less, jitter ≤ 40 ms). Strong computer literacy with at least 25 wpm typing speed. High school diploma or equivalent; additional education considered a plus. Minimum age of 18 years. Exceptional oral and written communication skills in English (CEFR B2 level or higher). Demonstrated customer‑service ethic and interpersonal skills. Proficiency in remote troubleshooting—identifying, diagnosing, and resolving hardware and software issues from a distance. Experience building, configuring, or repairing computers and peripheral devices. Familiarity with common internet applications and Microsoft Office (Word, Excel, Outlook). Ability to follow structured problem‑solving frameworks and navigate a knowledge‑base system effectively. Possession of a modem/router setup that permits third‑party VoIP (no satellite, cellular hotspot, or bridged Wi‑Fi configurations). Residency in one of the approved states: AL, AR, FL, GA, IN, KY, LA, MO, MS, NC, NV, OH, OK, PA, SC, TN, TX, WI, WV. Preferred Qualifications – What Will Set You Apart Associate’s or bachelor’s degree (or coursework) in an area related to information technology, education, or business. One or more years of experience in a contact‑center, help‑desk, or customer‑service environment. Prior exposure to education‑related technologies, e‑learning platforms, or Learning Management Systems (LMS). Hands‑on experience with enterprise‑level ticketing tools (e.g., ServiceNow, Zendesk, Jira Service Management). Understanding of data‑privacy and security standards relevant to the education sector (FERPA, GDPR). Track record of achieving high customer‑satisfaction scores and meeting service‑level agreements (SLAs). Core Skills & Competencies –
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