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Customer Care and Technical Support Advisor
Posted on 6/21/2022
INACTIVE
Locations
United States
Experience Level
Entry
Junior
Mid
Senior
Expert
Desired Skills
Customer Service
Management
Requirements
  • You must be able to work from home in a quiet, distraction-free environment without any conflicting responsibilities during your scheduled work shift
  • Your designated workspace must have DSL, Cable, or Fiber Internet that is hardwired into a modem/router via Ethernet (Dial-up, Wireless, or Satellite interview services cannot be used)
  • Must have either an ISP provided modem that allows a third party VOIP, or a personal modem and personal router without restrictions
  • Must be able to wire company hardware directly into router which may not be more than 100 feet from the computer
  • Verified minimum download speed 15 Mbps and minimum upload speed 5 Mbps
  • Ping less than 100 MS consistently that is dedicated to the workstation
  • 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 nature of problem
  • Strong multi-tasking abilities while working in a fast- paced environment
  • Ability to perform remote troubleshooting
  • Ability to take inbound (voice) phone calls in a conversation heavy environment
  • High School diploma or equivalent
  • Must be 18 years old or over
  • 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
  • Ability to handle multiple job tasks at one time and escalate issues in a timely manner
  • Analytical orientation with strong attention to detail
  • Some level of higher education completed
  • 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
Responsibilities
  • 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 system
  • 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 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
Blackboard

201-500 employees

Global educational technology solution
Company Overview
Blackboard's mission is to advance learning with the world's education community, so that all learners, educators and institutions can realize their goals today and prepare for tomorrow.