[Hiring] Senior Technical Support Associate @Encoura

Role Description

We are hiring Technical Support Advisors for our virtual contact center. In this role, you’ll assist customers with account and technical issues while delivering exceptional service in a fast-paced, remote environment.

A Day in the Life

• Provide friendly, high-quality support across phone, chat, email, and web
• Troubleshoot technical, product, and service issues—aiming for first-call resolution
• Navigate multiple systems while researching and resolving complex concerns
• Accurately document interactions in a ticketing system
• Manage high-volume interactions and multitask effectively
• Escalate issues when needed to ensure timely resolution

Qualifications

• Comfortable using computers and navigating multiple systems
• Comfortable with high-volume inbound calls
• Strong technical skills 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
• Proven ability to meet performance goals
• At least 18 years old with a high school diploma (or equivalent)
• Typing speed of 25 WPM
• Quiet, distraction-free workspace
• Must reside in an approved state*
• 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)
  • WiFi 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
• Stable work history preferred
• Apple Certified Mac Technical certifications (e.g., ACMT) preferred
• Experience in education or e-learning preferred
• Degree in a technology-related field preferred

Benefits

• 100% Remote Work from Home
• Build in-demand skills using Amazon Connect and cloud-based support tools
• Support a mission-driven environment serving students and educators
• Receive paid training and build in-demand skills using Amazon Connect and cloud-based support tools
• Ongoing coaching and support from experienced team members will help you succeed as you settle into the role.
• The hourly pay rate for this position is $15.00
• Eligible for Encoura’s comprehensive benefits package, which includes health insurance, retirement contributions, and other programs that support employee well-being.

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