Job Title: Customer Care and Technical Support Advisor
Company: Anthology, Inc.
Location: Remote (U.S.)
Position Type: Full-time
Pay: $13 per hour
Job Summary: Entry-level remote position providing technical support and customer service to students and faculty.
Key Responsibilities:
- Addressing concerns and inquiries from student families.
- Providing introductory information to new users on various products.
- 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.
- Serving as the first point of contact for customers seeking technical assistance over the phone, chat, and email.
- Striving for one-call resolution of customer issues.
- Managing and resolving identified client issues.
- Documenting information into a web-based ticketing system.
- Searching and navigating the knowledge base to identify appropriate resolutions for client issues.
- Escalating unique issues or inaccurate information contained in the knowledge base to the immediate supervisor for resolution.
- Participating in internal training programs to expand knowledge and support multiple clients.
- Completing special projects as requested by management.
- Demonstrating empathy, patience, and flexibility during phone calls.
- Handling multiple job tasks at one time and escalating issues in a timely manner.reddit.com
Qualifications:
- Ability to work from home in a quiet, distraction-free environment without any conflicting responsibilities during your scheduled work shift.
- Strong computer knowledge, including the ability to accurately type at least 25 words per minute.
- 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 perform remote troubleshooting.
- Ability to take inbound (voice) phone calls in a conversation-heavy environment.
- Must have either an ISP-provided modem that allows a third-party VOIP or a personal modem and personal router without restrictions.
- High School diploma or equivalent combination of education and experience.
- Must be at least 18 years old.
- Previous computer experience (building, configuring, troubleshooting).
- Proficiency in MS Office applications, including Word and Excel, and willingness to learn new technology systems.
- Full professional proficiency in written and spoken English (equivalent to CEF C1).
Ideal Candidate: Individuals with strong communication skills, a willingness to learn, and an interest in providing technical support in an educational setting.
For more details or to apply, visit the Indeed job posting.