Bilingual Customer Care and Technical Support

Blackboard; United States; Remote; USD 33,000 - 42,000; Full time

Job summary

A leading company in the education technology sector is seeking a Bilingual Customer Care and Technical Support Advisor for remote work. This position involves assisting students and families, troubleshooting technical issues, and providing exceptional customer service. Candidates must be proficient in both English and Spanish, possess strong communication skills, and have the ability to work independently in a remote setting.

Qualifications

• Ability to work from home in a quiet environment.
• Minimum age of 18.
• 1+ years in customer service preferred.

Responsibilities

• Addressing student families' concerns.
• Resolving inbound customer calls in a virtual contact center.
• Documenting information into a web-based ticketing system.

Skills

Full professional proficiency in English & Spanish

Strong computer skills

Clear communication skills

Remote troubleshooting skills

Education

High School diploma or equivalent

Tools

MS Office applications

Job description

Bilingual Customer Care and Technical Support Advisor

Remote – US Work From Home

Pay rate is $16/hour. We use national and industry-specific survey data to assist in determining compensation. Additionally, we consider factors such as external market rate, budget for the role, and the compensation rates of current employees performing the same function. Some roles will have variable pay.

The Opportunity

Position responsibilities:

1. Addressing student families' concerns
2. Providing introductory information to new users on various products
3. Resolving inbound customer calls and inquiries in a virtual contact center professionally and empathetically
4. Installing, maintaining, and troubleshooting computers, printers, phones, and peripheral equipment
5. Troubleshooting hardware and software issues
6. Completing software installations
7. Serving as the first point of contact for technical assistance via phone, chat, and email
8. Striving for one-call resolution of customer issues
9. Managing and resolving client issues
10. Documenting information into a web-based ticketing system
11. Using the knowledge base to identify resolutions for client issues
12. Escalating complex issues or knowledge base inaccuracies to supervisors
13. Participating in training to support multiple clients
14. Completing special projects as assigned
15. Demonstrating empathy, patience, and flexibility during calls
16. Managing multiple tasks and escalating issues promptly

The Candidate:

Required skills:

• Full professional proficiency in English & Spanish (CEF C1 or above)
• Ability to work from home in a quiet environment without conflicting responsibilities
• Strong computer skills, including typing at least 25 wpm
• Clear communication skills, both written and oral
• Ability to guide customers through problem-solving using the knowledge base
• Remote troubleshooting skills
• Ability to handle inbound voice calls in a conversational environment
• ISP modem with VOIP support or personal modem/router without restrictions
• High School diploma or equivalent
• Minimum age of 18
• Previous experience with computers (building, configuring, troubleshooting)
• Proficiency in MS Office applications and willingness to learn new systems
• Reside in an approved state
• Reliable high-speed internet connection (Cable, Fiber, DSL) with specific speed and latency requirements

Preferred skills:

• Some college education or degree
• 1+ years in customer service or contact centers
• Experience in education or e-learning technologies
• Experience in technical help desk roles

This job description is not exhaustive and management may assign additional duties. Anthology is an equal opportunity employer, considering applicants without regard to legally protected characteristics.