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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 written and oral communication proficiency (equivalent to CEF C1 level or above)
- Computer knowledge and multi-tasking with internet navigation skills
- Experience navigating and managing multiple passwords and systems simultaneously
- High school diploma
- Must be at least 18 years old
- Willing to accept a temporary, full-time position working 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- Receive paid training and ongoing support
- Gain hands-on experience in customer experience and tech-enabled services
- Support a mission-driven environment serving students and educators
- Strengthen core skills like communication, customer service, and multitasking
ATS Keywords
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Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
technical supporttroubleshootingonline learning softwarehardware issuessoftware issuessupport ticket managementknowledge base usagemulti-taskinginternet navigationcustomer service experience
Soft Skills
communication proficiencyprofessionalismempathyproblem-solvingtime managementorganizationcustomer interactionadaptabilityattention to detailescalation management