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Operations Center Advisor
Entertainment & Media Industry Company
Phoenix, AZ, United States
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Part-Time Opportunities
With more than 5,000 global education clients, Blackboard’s Student Services brings virtualized support and technology enabled solutions to the world’s most progressive institutions. We provide IT Help Desk and comprehensive Student Lifecycle Management services that improve student engagement and accelerate learning. Our platform gives institutions an efficient, financially sustainable way to deliver services through the enrollment and learning process. Our goal is to build a better education experience for everyone by extending institutional resources to meet the growing demands of learners.
For more information about Blackboard and our career opportunities, please visit Company website.
POSITION DESCRIPTION
Blackboard’s Student Services is looking for talented customer service advisors to join our team. Advisors work in a dynamic, fast-paced virtual environment and spend their time interfacing with students, faculty and staff of Higher Education and K - 12 institutions. Utilizing multiple technologies, advisors identify, diagnose and resolve issues reported by end users.
Comfort, convenience, and a no-hassle commute are all reasons people like to work from home. But if it sounds casual, make no mistake — this is a professional role. You’ll need a quiet, distraction-free work space with a door you can shut, an ergonomic chair, and a suitable desk. Working from home isn’t for everyone, but if you’re confident, disciplined, and self-motivated, home can be a place where work and life don’t clash — they collaborate.
• We’ll train you to be the best.
You’ll get paid as you learn Blackboard support solutions, technologies, tools and get familiar with our approach to customer conversations, guided by a live instructor through an online program.
• You’ll be well connected.
A network of coworkers is always there for you, and you’ll keep in touch with your team and manager through video conversations and chat tools.
POSITION RESPONSIBILITIES
• Resolve end user inquiries by utilizing multiple technologies including telephony, chat and web based inquiries.
• Strive for one-call resolution of customer issues while communicating appropriate options in a timely and professional manner.
• Manage and resolve identified client issues for assigned customer accounts.
• Document information into web based ticketing system.
• Search and navigate knowledge base to identify appropriate resolution for client issues.
• Escalate unique issues or inaccurate information contained in knowledge base to the immediate supervisor for resolution.
• Projects favorable image of the company to promote its objectives and goals that enhance client relationships.
• Participate in internal training programs to expand knowledge and support multiple clients.
• Provide delightful, efficient and accurate resolution to customer inquiries.
• Special projects as requested by management.
REQUIREMENTS
• Must have minimum 6 months of previous experience in an IB customer service contact center environment.
• Proficiency in computer and internet application basics.
• Must be able to handle multiple job tasks at one time and escalate issues timely.
• Proven written and verbal communication skills.
• Ability to follow processes and work flows.
• Must be able to type 30 words per minute.
List of Required Equipment and Technology
• A Chrome Box device, monitor, Keyboard and Mouse will be ordered for your use. Devices will be ordered from CDW and installed by Barrister (IT Hands On Support) at your residence.
• Headset(s): Employee must provide headset that is compatible with the physical phone defined below.
• Phone: Employee is responsible for providing a physical telephone cable for use with a wired headset. No wireless phones are acceptable for this work. Phone Service/Line: Employee will be required to have a standard physical land line for the voice portion of the calls. We cannot support anyone using a VOIP provider or anyone trying to use a cell phone. This line cannot have any type of custom calling features.
• ISP: It is your responsibility to provide a high speed, hard wired broadband internet connection. DSL/Cable/Fiber. It cannot be dialup internet or satellite internet service. The speed of this connection will be tested by the Barrister technician at the time the Chrome Box device is installed.
QUALIFICATIONS
• High School diploma or equivalent required; some college preferred.
• Must be 18 years old or over.
• Must have knowledge of how to use a computer and internet applications.
• Proficiency in MS Office computer applications, including Word and Excel and willingness to learn new technology systems.
• Familiarity with education related technologies.
• Analytical orientation with strong attention to detail.
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.
Blackboard 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, or any other protected factor.
Location/Division: Phoenix, AZ Job Requisition: SS-131 Type of Work: Part Time FLSA Status: Nonexempt Travel Requirements: Occasional Education level: High School Security Clearance: No Clearance Compensation Type: Hourly