Senior Technical Support Associate

1 day ago
Full-time
Junior
Customer and Technical Support
Encoura

Encoura

Encoura provides custom technology solutions that integrate research, data science, strategic enrollment services, and multichannel marketing to support over 2,000 higher education institutions in enhancing their enrollment processes.

Education Services
51-250
Founded 1972

Description

  • Provide friendly, high-quality support across phone, chat, email, and web channels.
  • Troubleshoot technical, product, and service issues with a focus on first-call resolution.
  • Navigate multiple systems to research and resolve complex customer concerns.
  • Accurately document customer interactions in a ticketing system.
  • Manage high-volume interactions while multitasking effectively.
  • Escalate issues when needed to ensure timely resolution.
  • Support customers in a remote contact center environment.
  • Deliver service to students and educators in a mission-driven setting.

Requirements

  • At least 18 years old with a high school diploma or equivalent.
  • Typing speed of 25 WPM.
  • Comfortable using computers and navigating multiple systems.
  • Comfortable handling high-volume inbound calls.
  • Strong technical and problem-solving skills.
  • Customer-focused with excellent communication skills.
  • Flexible schedule availability, including weekends.
  • Hands-on experience supporting Apple products, Windows 11, and Microsoft Office, including MacBook, MacBook Air, MacBook Pro, and PCs.
  • Must reside in an approved state.
  • Quiet, distraction-free home workspace.
  • Home internet with at least 30 Mbps download, 15 Mbps upload, and 100 ms ping or less.
  • Home internet must use cable, fiber, or DSL only; mobile broadband, hotspot, satellite, and point-to-point connections are not allowed.
  • WiFi is allowed, but a wired connection is required if WiFi becomes unstable.
  • Must complete and pass CLEAR™ identity verification during pre-employment screening.
  • Must be able to enroll in and use MFA via Okta with Microsoft Authenticator.
  • Stable work history preferred.
  • Apple Certified Mac Technical certifications, such as ACMT, preferred.
  • Experience in education or e-learning preferred.
  • Degree in a technology-related field preferred.
  • Must be eligible to work in the U.S.

Benefits

  • 100% remote work from home.
  • Hourly pay rate of $15.00.
  • Comprehensive benefits package including health insurance.
  • Retirement contributions.
  • Paid training.
  • Ongoing coaching and support from experienced team members.
  • Opportunity to build in-demand skills using Amazon Connect and cloud-based support tools.

Interested in this position?

Apply directly on the company website

Apply Now

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