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

Job Description:

Job Description

Live Chat Technical Customer Service Advisor

Remote - US

The Opportunity:

Anthology offers the largest EdTech ecosystem on a global scale, supporting over 150 million users in 80 countries. Our 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 Anthology and our career opportunities, please visit www.anthology.com .

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.

Student S uccess is hiring for remote, work from home opportunities with immediate availability and schedules that offer flexibility.

Primary position responsibilities will include :

• Resolving end user inquiries by utilizing chat technologies


• Provide complete and accurate information to customers on every live chat interaction by researching account activity and notes promptly and efficiently


• Handl ing and resolv ing situations with customers in a timely and effective manner


• Assist ing management with special projects relating to customer service


• R espond ing to all inbound chats and assist ing management for the entire shift with exception of assigned break times


• Install ing , maintain ing , and troubleshoot ing computers, printers, phones, and other peripheral equipment


• Troubleshoot ing hardware and software issue s


• Performing s oftware installations


• P erform ing remote troubleshooting


• W alk ing customers through outlined problem-solving processes, using our knowledge base system


• Ask ing questions to determine nature of problem


• Serving as first point of contact for customers seeking technical assistance over chat

The Candidate:

Require ments :

• A ble to work from hom e

• Able to sit and work at a desk and on the computer for extended periods of time


• M ust have a quiet, distraction-free work environment without any conflicting responsibilities during your scheduled shift


• H ome office must have DSL, Cable, or Fiber Internet that is hardwired into a modem/router via Ethernet (Dial up, Wireless, or Satellite internet service cannot be used)


• 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 the router, which may not be more than 100 feet from your computer


• Minimum download speed 15 Mbps and Minimum upload speed 5 Mbps and 100 MS ping or less


• Must be able to pass a typing speed test and type 50 WPM


• Ability to take inbound (voice) phone calls in a conversation-heavy environment

Qualifications:

• High School diploma or equivalent required


• Must be at least 18 years old


• Flex i ble to work a variable schedule, including evenings and weekends, based on call center needs


• Proficient organizational skills and detail - orient ed


• Excellent time management skills


• Proficient with Microsoft Word, Excel, Outlook, and the Internet, along with basic data entry and word processing skills


• E xcellent written and oral communication skills


• 1+ year s of professional customer service experience , preferably in a large Call Center environment as a chat agent

Preferred s k ills /qualifications :

• Some level of college completed


• A ble to easily operate a computer learning and adapt quickly to software applications


• A ble to troubleshoot caller issues and provide supporting help documentation


• C ommitted to quality and service matrix and culture


• A ble to quickly adapt to face changing situations


• Able to p rovide positive customer experience


• Self-motivated, accountable approach combined with strong sense of teamwork


• Strong sense of customer service with enthusiastic, energetic, and professional behavior

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