Edtech.com's Summary

Anthology is hiring a Customer Care and Technical Support Advisor. The advisor will address student families' concerns, provide introductory product information, resolve inbound customer calls, and troubleshoot hardware and software issues in a virtual contact center. Responsibilities include installing and maintaining equipment, documenting information, and striving for one-call resolution of issues.

Highlights

Address concerns and provide introductory information to student families.
Handle inbound customer calls and troubleshooting in a virtual contact center.
Install, maintain, and troubleshoot computers and other peripheral equipment.
Use web-based ticketing systems for documentation.
Participate in training to support multiple clients.
Proficiency in MS Office and basic computer skills required.
Must have high-speed internet and suitable hardware for remote work.
Requires high school diploma or equivalent; customer service experience preferred.
Pay rate is $13 per hour.
Must be at least 18 years old and reside in an approved state.

Customer Care and Technical Support Advisor Full Description

Customer Care and Technical Support

Job Req: 4747
Community: Call Center
Location: TX, United States
Date Posted: Jun 12, 2025
Remote Type: Remote

Job Description

Customer Care and Technical Support Advisor

Remote – US Work From Home

Pay rate is $13/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:

Addressing student families concerns
Providing introductory information to new users on various products
In a virtual contact center, resolving inbound customer calls and inquiries in a professional and empathetic manner
Installing, maintaining, and troubleshooting computers, printers, phones, and other peripheral equipment
Troubleshooting hardware and software issues
Completing software installations
Serving as the first point of contact for customers seeking technical assistance over the phones, chats, and emails
Striving for one-call resolution of customer issues
Managing and resolving identified client issues
Documenting information into web-based ticketing system
Searching and navigating the knowledge base to identify appropriate resolution for client issues
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
Completing special projects as requested by management
Demonstrating empathy, patience, and flexibility during phone calls
Handling multiple job tasks at one time and escalating issues in a timely manner

The Candidate:

Required skills:

You must be able to work from home in a quiet, distraction-free environment without any conflicting responsibilities during your scheduled work shift
Strong computer knowledge including the ability to accurately type at least 25 wpm
Ability to communicate clearly, both written and orally, with faculty, students, staff, and team members
Ability to walk customers through outlined problem-solving processes, using our knowledge base system
Ability to perform remote troubleshooting
Ability to take inbound (voice) phone calls in a conversation heavy environment
Must have either an ISP provided modem that allows a third party VOIP, or a personal modem and personal router without restrictions
High School diploma or equivalent combination of education and experience
Must be at least 18 years old
Previous computer experience (building, configuring, troubleshooting)
Proficiency in MS Office computer applications, including Word and Excel, and willingness to learn new technology systems
Full professional proficiency in written and spoken English (equivalent to CEF C1 level or above)
Willing to accept a temporary assignment
Must reside in an approved state*
Must be able to work from home with the following internet requirements: High-speed Internet Connection (Cable, Fiber, DSL)
- Mobile Broadband is not supported, this is satellite, wireless/cellular hotspot service, and point to point internet service
- 40 Mbps Download
- 20 Mbps Upload
- 100ms Ping or less
- Jitter: 40 MS or less
- Wi-Fi Connection is permitted
- The employee will be responsible for maintaining the required service and stability. A wired connection from the modem/router to the device will be required if service instability exists, no splits/gaps or usage of Wi-Fi bridges

Preferred skills:

College degree or some college completed
1 or more years of customer service or contact center experience
Previous experience in the education industry and with e-learning technologies
Experience working in a technical help desk position

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.

Anthology 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.

Original Job Description

Customer Care and Technical Support

Job Req: 4747
Community: Call Center
Location: TX, United States
Date Posted: Jun 12, 2025
Remote Type: Remote

Job Description

Customer Care and Technical Support Advisor

Remote – US Work From Home

The Opportunity

Position responsibilities:

Addressing student families concerns
Providing introductory information to new users on various products
In a virtual contact center, resolving inbound customer calls and inquiries in a professional and empathetic manner
Installing, maintaining, and troubleshooting computers, printers, phones, and other peripheral equipment
Troubleshooting hardware and software issues
Completing software installations
Serving as the first point of contact for customers seeking technical assistance over the phones, chats, and emails
Striving for one-call resolution of customer issues
Managing and resolving identified client issues
Documenting information into web-based ticketing system
Searching and navigating the knowledge base to identify appropriate resolution for client issues
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
Completing special projects as requested by management
Demonstrating empathy, patience, and flexibility during phone calls
Handling multiple job tasks at one time and escalating issues in a timely manner

The Candidate:

Required skills:

You must be able to work from home in a quiet, distraction-free environment without any conflicting responsibilities during your scheduled work shift
Strong computer knowledge including the ability to accurately type at least 25 wpm
Ability to communicate clearly, both written and orally, with faculty, students, staff, and team members
Ability to walk customers through outlined problem-solving processes, using our knowledge base system
Ability to perform remote troubleshooting
Ability to take inbound (voice) phone calls in a conversation heavy environment
Must have either an ISP provided modem that allows a third party VOIP, or a personal modem and personal router without restrictions
High School diploma or equivalent combination of education and experience
Must be at least 18 years old
Previous computer experience (building, configuring, troubleshooting)
Proficiency in MS Office computer applications, including Word and Excel, and willingness to learn new technology systems
Full professional proficiency in written and spoken English (equivalent to CEF C1 level or above)
Willing to accept a temporary assignment
Must reside in an approved state*
Must be able to work from home with the following internet requirements: High-speed Internet Connection (Cable, Fiber, DSL)
- Mobile Broadband is not supported, this is satellite, wireless/cellular hotspot service, and point to point internet service
- 40 Mbps Download
- 20 Mbps Upload
- 100ms Ping or less
- Jitter: 40 MS or less
- Wi-Fi Connection is permitted
- The employee will be responsible for maintaining the required service and stability. A wired connection from the modem/router to the device will be required if service instability exists, no splits/gaps or usage of Wi-Fi bridges

Preferred skills:

College degree or some college completed
1 or more years of customer service or contact center experience
Previous experience in the education industry and with e-learning technologies
Experience working in a technical help desk position

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Customer Care and Technical Support Advisor

Edtech.com's Summary

Customer Care and Technical Support Advisor Full Description

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