Customer Care, Technical Support
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Job Description
Technical support role at Encoura assisting customers with online learning products and technical issues. Providing troubleshooting and empathetic service while managing support tickets.
Responsibilities:
- Serves as the first point of contact for customers needing technical support via phone and email.
- Provides guidance to new and existing users on products and assists with setup and maintenance of online learning software and equipment.
- Troubleshoots hardware and software issues, ensuring a smooth user experience.
- Manages support tickets, uses knowledge bases to resolve inquiries efficiently, and aims for first-call resolution.
- Handles multiple tasks simultaneously and escalates issues promptly when needed.
- In a virtual contact center, resolving inbound customer calls and inquiries in a professional and empathetic manner.
- Addressing student families concerns
- Providing introductory information to new users on various products
- Providing delightful, efficient, and accurate resolutions to customer inquiries
- Demonstrating empathy, patience, and flexibility during phone calls
- Installing, maintaining, and troubleshooting computers, printers, phones, and other peripheral equipment
- Documenting information into web-based ticketing system
- Escalating unique issues or inaccurate information contained in the knowledge base to the immediate supervisor for resolution
- Participating in internal training programs to expand knowledge and support multiple clients
Requirements:
- Excellent English written and oral communication proficiency (equivalent to CEF C1 level or above).
- Computer knowledge and multi-tasking with internet navigation skills
- Experience installing, maintaining, and troubleshooting computers, printers, and other peripherals including hardware troubleshooting and software installation.
- High school diploma or
- Must be at least 18 years old
- Willing to accept seasonal, full time, 40 hours a week
- Must reside within approved state*
- Able to work from home with Home Internet that meets the following requirements:
- 30 Mbps download
- 15 Mbps upload
- 100ms ping or less
- Cable, Fiber, or DSL only (no mobile broadband, hotspot, satellite, or point-to-point)
- Wi-Fi is allowed; wired connection required if WiFi becomes unstable
- Successful candidates will be required to complete and pass a CLEAR™ identity verification as part of the pre-employment screening process
- Must be able to enroll in and use Multi-Factor Authentication (MFA) via Okta with Microsoft Authenticator for secure access to company systems.
- College degree or some college completed preferred
- 1 or more years of customer service experience preferred
Benefits:
- Receive paid training and ongoing support
- Gain hands-on experience in customer experience and tech-enabled services
- Support a mission-driven environment serving students and educators
- Strengthen core skills like communication, customer service, and multitasking
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