[Hiring] Bilingual Customer Care and Technical Support @Encoura

Role Description

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.

A Day in the Life

• 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

Qualifications

• 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

Benefits

• Receive paid training and ongoing support
• Full-time role with benefits
• 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

Our Training Approach

During your paid 2 week training you will learn:

• Understanding differences between public and private charter schools, home schooling, and other product offerings with the ability to describe the differences to potential customers
• Providing recommendations to parents/primary caregivers on which school solution is the best for their situation
• You will learn about our Knowledge Base to keep up to date with frequent changes to schools and their enrollment policies and procedures, messaging these appropriately to parents/primary caregivers

Compensation

The hourly pay rate for this non-exempt position is $16. Encoura determines compensation using national market benchmarks, internal equity considerations, and organizational budget factors to ensure fairness and consistency across roles. Depending on the position, employees may also be eligible for variable compensation in addition to base pay.

Company Description

Encoura’s mission is to empower students and institutions to create meaningful connections so everyone can make the most informed decisions to achieve their goals. Since 1972, the Company has evolved its products and services to better represent the link between students and higher education institutions and to create the highest probability of student success.

• Encoura’s expertise now spans enrollment, research, marketing, student success, and advancement and provides an unmatched combination of higher education experience and innovative solutions for colleges and universities.
• The Company also offers Encourage® — the nation’s largest free college and career planning program used by millions of high school students and educators nationwide.