[Remote] Customer Care and Technical Support

Note: The job is a remote job and is open to candidates in USA. Encoura is dedicated to empowering students and institutions to foster meaningful connections for informed decision-making. The Customer Care and Technical Support role involves providing technical assistance to users, managing support tickets, and ensuring a smooth user experience through troubleshooting and guidance on online learning software.

Responsibilities

• Addressing student families concerns
• Providing introductory information to new users on various products
• Providing delightful, efficient, and accurate resolutions to customer inquiries
• Demonstrating empathy, patience, and flexibility during phone calls
• 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
• Documenting information into web-based ticketing system
• 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

Skills

• Excellent English 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 seasonal, 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

• 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
• During your paid 2 week training you will learn:
• Understanding differences between public and private charter schools, home schooling, and other product offerings with the ability to describe the differences to potential customers
• Providing recommendations to parents/primary caregivers on which school solution is the best for their situation
• You will learn about our Knowledge Base to keep up to date with frequent changes to schools and their enrollment policies and procedures, messaging these appropriately to parents/primary caregivers

Company Overview