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Overnight Customer Care and Technical Support Advisor Id-4482

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 education experience for everyone by extending institutional resources to meet the growing demands of learners.

We are looking for technically skilled candidates with good problem-solving ability for the position of Customer Care and Technical Support Advisor. The duties of this role include interacting with families of students to address their concerns, being a reference point for all IT-related queries at the user level, responding to user needs in a timely manner, and ensuring the optimal running of all systems, among other technical duties.

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

Position responsibilities:


The Candidate:

Required skills:

  • Must be able to work 10:00 pm - 7:00 am EST
  • Must be available to work weekends.
  • Must be available to train 9:00 am - 6:00 pm EST for three weeks.
  • You must be able 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 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
  • 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
  • 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
  • Analytical orientation with strong attention to detail
  • Full professional proficiency in written and spoken English (equivalent to CEF B2 level or above)
  • Willing to accept a temporary assignment
  • Must reside in an approved state
  • Must be able to work from home with the following internet
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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

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Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...

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