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About the role
Key responsibilities & impact- Serves as the first point of contact for customers needing technical support via phone and email
- Provides guidance to new and existing users on products and assists with setup and maintenance of online learning software and equipment
- Troubleshoots hardware and software issues, ensuring a smooth user experience
- Manages support tickets, uses knowledge bases to resolve inquiries efficiently, and aims for first-call resolution
- Handles multiple tasks simultaneously and escalates issues promptly when needed
- In a virtual contact center, resolving inbound customer calls and inquiries in a professional and empathetic manner.
Requirements
What you’ll need- Excellent English and Spanish written and oral communication proficiency (equivalent to CEF C1 level or above)
- Computer knowledge and multi-tasking with internet navigation skills
- Experience installing, maintaining, and troubleshooting computers, printers, and other peripherals including hardware troubleshooting and software installation
- High school diploma or equivalent
- Must be at least 18 years old
- Willing to accept Full time, 40 hours a week
- Must reside within approved state*
- Able to work from home with Home Internet that meets the following requirements:
- 30 Mbps download
- 15 Mbps upload
- 100ms ping or less
- Cable, Fiber, or DSL only (no mobile broadband, hotspot, satellite, or point-to-point)
- Wi-Fi is allowed; wired connection required if WiFi becomes unstable
- Successful candidates will be required to complete and pass a CLEAR™ identity verification as part of the pre-employment screening process
- Must be able to enroll in and use Multi-Factor Authentication (MFA) via Okta with Microsoft Authenticator for secure access to company systems
- College degree or some college completed, preferred
- 1 or more years of customer service experience, preferred
Benefits
Comp & perks- Health insurance
- Retirement contributions
- Paid time off
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
troubleshootinghardware installationsoftware installationcomputer maintenanceprinter maintenancetechnical supportknowledge base usagemulti-taskinginternet navigation
Soft Skills
communicationempathycustomer serviceproblem-solvingtime management