Job Listing - Blackboard - Customer Service Advisor

The Opportunity:

We’re looking for Help Desk Customer Service Advisors 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.

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.

Blackboard Student Services is hiring for remote, work from home opportunities with immediate availability and schedules that offer flexibility during the coronavirus (COVID-19). For more information about Blackboard and our career opportunities, please visit www.blackboard.com.

Blackboard is looking for technically skilled candidates with good problem-solving ability for the position of Help Desk Customer Service Advisor. The duties of this role include being a reference point for all IT-related queries at the user level, responding to user needs in a timely manner, and ensuring the optimal running of all systems, among other technical duties.

Position responsibilities:

Resolving end user inquiries by utilizing multiple technologies including telephony, chat, and web-based inquiries
Striving for one-call resolution of customer issues while communicating appropriate options in a timely and professional manner
Managing and resolving identified client issues for assigned customer accounts
Documenting information into web-based ticketing system
Searching and navigating the knowledge base to identify appropriate resolution for client issues
Escalating unique issues or inaccurate information contained in the knowledge base to the immediate supervisor for resolution
Projecting favorable image of the company to promote its objectives and goals that enhance client relationships
Participating in internal training programs to expand knowledge and support multiple clients
Providing delightful, efficient, and accurate resolutions to customer inquiries
Completing special projects as requested by management
Installing, maintaining, and troubleshooting computers, printers, phones, and other peripheral equipment
Troubleshooting hardware and software issues
Completing software installations
Establishing good relationships with all departments and colleagues
Serving as the first point of contact for customers seeking technical assistance over the phones, chats, and emails

Requirements:

You must be able to work from home
You must have a quiet, distraction-free work environment without any conflicting responsibilities during your scheduled work shift
Your home office must have DSL or Cable Internet that is hardwired into a modem/router via Ethernet (Dial-up, Wireless, or Satellite internet services cannot be used)
Minimum download speed 10 Mbps
Minimum upload speed 5 Mbps
Ping less than 100 ms
Strong computer knowledge, including the ability to accurately type at least 25 wpm
Strong interpersonal skills and a very high degree of customer service ethic.
Ability to communicate clearly, both written and orally, with faculty, students, staff, and team members
Ability to walk customers through outlined problem-solving processes, using our knowledge base system
Ability to ask questions to determine nature of problem
Strong multi-tasking abilities while working in a fast- paced environment
Ability to perform remote troubleshooting

Qualifications:

High School diploma or equivalent
Must be 18 years old or over
Excellent oral and written communication skills
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
Ability 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: