Senior Technical Support Advisor

Posted Jun 6

Description

Senior Customer Service Advisor – Technical Support

Work From Home Remote 

The Opportunity:

Anthology offers the largest EdTech ecosystem on a global scale, supporting over 150 million users in 80 countries. Our mission is to provide dynamic, data-informed experiences to the global education community so that learners and educators can achieve their goals. 

We believe in the power of a truly diverse and inclusive workforce. As we expand globally, we are committed to making diversity, inclusion, and belonging a foundational part of not only our hiring practices but who we are as a company.

For more information about Anthology and our career opportunities, please visit www.anthology.com.

Student Success brings virtualized support and technology-enabled solutions to the world’s most progressive institutions. We provide IT Help Desk and comprehensive Student Lifecycle Management services that improve student engagement and accelerate learning. Our platform gives institutions an efficient, financially sustainable way to deliver services through the enrollment and learning process. Our goal is to build a better educational experience for everyone by extending institutional resources to meet the growing demands of learners.

Student Success offers remote, work from home opportunities with immediate availability and schedules that offer flexibility.

We are hiring technical support positions for a new program in our virtual contact center network. In this role, you will not only be there to help customers with their account issues, but also provide them with exceptional service. Successful candidates should have experience working in a technical support role in a virtual contact center environment. 

Primary responsibilities will include:

  • Being a people person who enjoys talking to and assisting others and taking pride in providing quality service
  • Using your strong people skills to build a genuine connection with customers in a friendly and professional manner
  • Listening attentively to customer needs and concerns; demonstrating empathy while maximizing opportunity to resolve product, service, and technical issues
  • Navigating multiple applications and researching solutions with ease; troubleshooting medium to complex technical issues, while striving for one-call resolution
  • Providing customer support through the following channels: phone calls, chats, email and web tickets
  • Working in a structured environment for the duration of your allotted, full-time schedule taking high-volume calls from customers
  • Documenting information into web-based ticketing system
  • Projecting a favorable image of the company to promote its objectives and goals that enhance client relationships
  • Handling multiple job tasks at one time and escalating issues in a timely manner

The Candidate:

Required skills:

  • Computer/Internet savvy, comfortable operating in several applications simultaneously
  • Strong technical acumen and problem-solving skills
  • Customer-focused mindset
  • Ability to work in a team environment with minimal supervision
  • Excellent written and oral communication skills, with strong customer service and interpersonal skills
  • We require 7 days/week availability. Schedules vary and will be discussed during the interview
  • Expertise in supporting MacBook, MacBook Air, MacBook Pro products
  • Expertise in supporting Personal Computers/Windows10/ Microsoft Office products
  • Strong record of achievement in terms of performance to goals/key success metrics
  • Must be at least 18 years of age
  • High School Diploma or equivalent combination of education and experience
  • Ability to take inbound (voice) phone calls in a conversation-heavy environment
  • Full professional proficiency in written and spoken English (equivalent to CEF B2 level or above)
  • Willing to accept a temporary assignment
  • Must reside within an approved state*

Preferred skills:

  • A stable employment history, with a minimum of one year at your most recent employer
  • Apple Certified MAC Technician (ACMT) Certification
  • Previous experience in the education industry and with e-learning technologies
  • Relevant technical certifications
  • Graduate of a computer science/technology degree program (Associates or higher)
  • Candidates able to provide their own equipment are preferred but the ability to provide your own equipment is not considered a requirement for the position

Internet Requirement

  1. Minimum Internet Requirement
  2. Highspeed Internet Connection (Cable, Fiber, DSL)
  3. 30 Mbps Download
  4. 15 Mbps Upload
  5. 100ms Ping or less
  6. Jitter: 40 MS or less
  7. Hardwired Connection
  8. Wired connection from the modem/router to the device, no splits/gaps or usage of Wi-Fi bridges

Pay rate is $15/hour. We use national and industry-specific survey data to assist in determining compensation. Additionally, we consider factors such as external market rate, budget for the role, and the compensation rates of current employees performing the same function. Some roles will have variable pay. Additional minimum requirements may be found in the employment application.

This job description is not designed to contain a comprehensive listing of activities, duties, or responsibilities that are required. Nothing in this job description restricts management's right to assign or reassign duties and responsibilities at any time.

Anthology is an equal employment opportunity/affirmative action employer and considers qualified applicants for employment without regard to race, gender, age, color, religion, national origin, marital status, disability, sexual orientation, gender identity/expression, protected military/veteran status, or any other legally protected factor.