Customer Service Advisor

Blackboard Student Success United States


Description

Customer Service Advisor  

Remote - US 
 

 

Blackboard Student Success is hiring for remote, work from home opportunities with immediate availability.

 

 

Blackboard is looking for talented Customer Service Advisors to join our team.  Advisors work in a dynamic, fast-paced 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.

 

 

Position responsibilities:

  • In a virtual contact center, resolving inbound customer calls and inquiries in a professional and empathetic manner
  • Striving for one-call resolution of customer issues while communicating appropriate options in a timely and professional manner
  • Demonstrating empathy, patience, and flexibility during phone calls
  • Managing and resolving identified client issues for assigned customer accounts
  • Documenting information into web-based ticketing system
  • Searching and navigating knowledge base and integrated customer information systems to identify appropriate resolution for client issues
  • Escalating unique issues or inaccurate information contained in knowledge base to the immediate supervisor for resolution
  • Projecting favorable image of the company to promote its objectives and goals that enhance client relationships
  • Following specified call flow to maximize effectiveness and efficiency
  • Adapting to dynamic call center environment with variance in daily break times
  • Participating in internal training programs to expand knowledge and support multiple clients
  • Providing delightful, efficient, and accurate resolution to customer inquiries
  • Completing special projects as requested by management

 

 

The Candidate:

Requirements:

  • A stable history of employment
  • You must have a quiet, distraction-free work environment without any conflicting responsibilities during your scheduled work shift
  • Your home workspace must have DSL or Cable Internet that is hardwired into a modem/router via Ethernet
  • Minimum download speed 10 Mbps. Minimum upload speed 5 Mbps and Ping less than 100 ms (Dial up, Wireless, or Satellite internet service cannot be used)
  • Experience using internet-based browsers such as Chrome, Firefox, Safari
  • Strong computer knowledge, including the ability to accurately type at least 25 wpm

 

 

Qualifications:

  • High School diploma or equivalent required
  • Must be 18 years old or over
  • Excellent oral and written communication skills
  • Ability to take inbound (voice) phone calls, in a conversation heavy environment
  • Proficiency in MS Office computer applications, including Word and Excel and willingness to learn new technology systems
  • Experience using a laptop or desktop computer, including multiple applications, windows, and monitors
  • Familiarity with education-related technologies
  • Excellent critical thinking and problem-solving skills
  • Must be able to handle multiple job tasks at one time and escalate issues in a timely manner
  • Analytical orientation with strong attention to detail

 

 

Preferred requirements/qualifications:

  • Some level of college completed
  • Customer service or contact center experience
  • Previous experience in the education industry and e-learning technologies

 

 

The Opportunity: 

We’re looking for a Customer Service Advisor to help us push the boundaries of what education can offer through the power of technology. Education is our passion, and our team members bring that to work each day as they aim to advance learning in every region of the world. Blackboard is the world's leading education technology company, providing dynamic products and services to the global education community. We’re focused on driving innovation in EdTech and working with our clients to create a smarter learning environment.    

 

 

At Blackboard, we believe in the power of a truly diverse and inclusive workforce. As we expand globally, we are committed to making diversity, inclusion, and belonging a foundational part of not only our hiring practices, but who we are as a company. 

 

 

For more information about Blackboard Inc. and our career opportunities, please visit www.blackboard.com.  

 

 

Blackboard Student Success 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. 

 

 

 

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, gender identity/expression, protected military/veteran status, or any other legally protected factor.  

 

 

This position is available for candidates residing in the following states: AL, AR, FL, GA, IN, KY, LA, MI, MO, MS, NC, NM, NV, OH, OK, PA, SC, TN, TX, WI, WV