Hybrid Technical Support Agent Technical Support Agent

About Our Client

Provide best-in-class support that customers depend on to effectively serve their clients. In this role, the individual will be responsible for providing effective service and support by demonstrating strong problem-solving and communication skills, meeting and exceeding SLAs, and collaborating cross-functionally with internal support teams.

In this role, you will get to

- Troubleshoot and resolve customer questions and concerns, ensuring a high level of customer satisfaction.

- Foster collaboration with internal support teams across various functions and communication channels.

- Demonstrate platform knowledge to enhance customer understanding and utilization of products.

- Educate customers by sharing new features, relevant updates, tips, and best practices.

- Enhance knowledge through training and development sessions to stay updated on product changes and support best practices.

Requirements

- Education: Associate's degree or higher preferred

- Experience in customer support and technical support

- Strong Microsoft Office Suite product knowledge (Excel, Word, Outlook)

- Ownership mindset and desire to help customers

- Excellent oral and written communication skills

- Active listening skills

- Organizational and prioritization skills to monitor ticket statuses and respond as needed

- Ability to gather, comprehend, and synthesize complex information

- Analyze and evaluate information critically to provide accurate and relevant responses to customer inquiries

- Ability to express ideas clearly, effectively, and with a positive attitude

- Demonstrate a high level of competency in team collaboration and communication skills

Physical Requirements for this position

- Remote

- Must have consistent and reliable internet access to perform job duties

- Must be able to work 10 AM - 6 PM (CST)

- May require stationary positions (sitting or standing) for extended periods.

Benefits

- Medical, Dental, and Vision plans

- Company-paid basic life and AD&D insurance

- Company-paid short-term and long-term disability

- Supplemental life insurance options

- Company-paid Employee Assistance Program (EAP)

- Retirement plan with discretionary company matching

- Flexible Spending Account (FSA) and Health Savings Account (HSA) options

- Premium subscription to Calm for employee and dependents

- Company-paid time off (PTO)

- 13 named holidays, 2 floating holidays, and 4 early-release half days

- Flexible work arrangements

- Work-from-home expense reimbursement

- Tuition Reimbursement Program

- Company orientation and 30/60/90 Day Onboarding

Compensation

$21/hr (37.5 hrs/week)

Why Join the Team?

Joining the team means achieving real results for students and educators, backed by a commitment to impactful work. As the company grows, opportunities to expand skills within an ambitious, solution-focused environment will also grow. If you're ready for a collaborative atmosphere where well-being and making an impact go hand in hand, this is the right place for you.