Senior Technical Support Advisor at Blackboard Student Services Inc. in Greenville, South Carolina

Job Description:

Job Description

Senior Technical Advisor

Remote - US

Student Success is hiring for remote, work from home opportunities with immediate availability.

The Senior Technical Advisor will provide technical support to students and faculty of prestigious Higher Education Institutions. This person assists customers of all levels of education, experience, and technological expertise.

Position responsibilities:

• Providing Tier I technical support for customer inquiries and issues in a high-volume, inbound call environment


• Utilizing customer service skills to interact with customers and resolve product, service, and technical issues experienced by the end user


• Managing a high volume of incoming calls


• Providing customer support through phone calls, chats, email, and web tickets


• Striving for one call resolution of customer issues while communicating troubleshooting steps and solutions to the customer clearly and concisely


• Opening and reviewing customer accounts using a web-based CRM


• Searching, navigating, and utilizing a knowledge base to identify appropriate resolutions for customer issues


• Managing and resolving identified client issues for assigned customer accounts


• Documenting information into multiple web-based ticketing systems


• Escalating unique issues or inaccurate information contained in the knowledge base to the immediate supervisor for resolution


• Projecting favorable image of the company to promote its objectives and goals that enhance client relationships


• Meeting personal/customer service team performance targets while following company policies, procedures, and guidelines


• Participating in internal training programs to expand knowledge and support multiple clients

The Candidate:

Requirements:

• Must be able to work from home office in a quiet, uninterrupted workspace


• Must have either an ISP provided modem that allows a third party VOIP, or a personal modem and personal router without restrictions


• Must be able to wire company hardware directly into router which may not be more than 100 feet from the computer


• Minimum recommended Internet speed is 10 Mbps download and 5 Mbps upload with 100 MS-ping or less consistently that is dedicated to the workstation


• Expertise in supporting Personal Computers/Windows10 and other Microsoft products, as well as MacBook, MacBook Air, and MacBook Pro


• Minimum of six months Technical Support/troubleshooting experience


• Ability to determine root cause of issues and effectively solve problems


• Basic to intermediate skill level working with web browsers, software, and networks


• Strong record of achievement in terms of performance to goals/key success metrics


• Excellent oral and written communication skills


• Ability to handle multiple job tasks at one time and escalate issues in a timely manner


• Exceptional customer service skills

Qualifications:

• High School diploma or equivalent combination of education and experience


• Must be at least 18 years of age


• Ability to work in fast-paced environment


• Must be flexible and able to adapt to change


• Must have good interpersonal skills

Preferred requirements/qualifications:

• Previous experience in the education industry and with e-learning technologies


• Some level of higher education completed


• Experience with and understanding of multiple operating systems (Windows, Macintosh, Linux/Unix, and mobile devices)

The Opportunity:

Recently combined with Anthology, Blackboard offers the largest EdTech ecosystem on a global scale, supporting over 150 million users in 80 countries. The company's 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 our company and career opportunities, please visit www.blackboard.com .

Blackboard 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.

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.

Blackboard 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.

This position is available for candidates residing in the following states: AL, AR, FL, GA, IN, KY, LA, MI, MO, MS, NC, NM, NV, OH, OK, PA, SC, TN, TX, WI, WV