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Work From Home -Customer Service Advisor – BlackboardPOSITION DESCRIPTIONBlackboard 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.Requirements: · 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.· 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(Dial up, Wireless, or Satellite internet service cannot be used)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.QUALIFICATIONS High School diploma or equivalent required; some college preferred.Must be 18 years old or over.Excellent verbal and written communication skills.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.Must be able to handle multiple job tasks at one time and escalate issues timely.Customer service or contact center experience highly preferred.Previous experience in the education industry and e-learning technologies preferred.Analytical orientation with strong attention to detail.THE OPPORTUNITYWith more than 5,000 global education clients, Blackboard is shaping the future of education services delivery around the world. We’re at the intersection of technology and education in a time of amazing innovation and disruption, and we’re serious about reimagining how education services are developed and delivered. Blackboard 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 www.blackboard.com.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.Job Types: Full-time, TemporarySchedule:8 hour shiftWork Location:Fully RemoteShow more

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