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.

Excellent English and Spanish 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 equivalent
Must be at least 18 years old
Willing to accept 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

Bilingual Customer Care, Technical Support

Key skills