Description Help Desk Customer Service Advisor Bogota*ONLY CVs SUBMITTED IN ENGLISH WILL BE CONSIDERED*The Opportunity: Anthology offers the largest EdTech ecosystem on a global scale, supporting over 150 million users in 80 countries. Our mission is to provide dynamic, data-informed experiences to the global education community so that learners and educators can achieve their goals. 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 Anthology and our career opportunities, please visit anthology.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 educational experience for everyone by extending institutional resources to meet the growing demands of learners.We are 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 will include:Resolving end-user inquiries by utilizing multiple technologies including telephony, chat, and web-based inquiriesServing as the first point of contact for clients/end-users seeking technical assistance over the phones, chats, and emailsStriving for one-call resolution of client issues while communicating appropriate options in a timely and professional mannerManaging and resolving identified client issues for assigned accountsDocumenting information into web-based ticketing systemSearching and navigating the knowledge base to identify appropriate resolution for client issuesEscalating unique issues or inaccurate information contained in the knowledge base to the immediate supervisor for resolutionProjecting favorable image of the company to promote its objectives and goals that enhance client relationshipsParticipating in internal training programs to expand knowledge and support multiple clientsProviding delightful, efficient, and accurate resolutions to client inquiriesInstalling, maintaining, and troubleshooting computers, printers, phones, and other peripheral equipmentTroubleshooting hardware and software issuesCompleting software installationsEstablishing good relationships with all departments and colleaguesThe Candidate: Required skills/qualifications: Ability to work from home after training.Note: TRAINING WILL BE ONSITE - 3 weeks of training will be on-site at our office in Bogota.High School diploma or equivalentMust be 18 years old or overFluency in written and spoken English at CEFR C1/C2 level.Excellent oral and written communication skills, including:Ability to communicate clearly, both written and orally, with faculty, students, staff, and team membersAbility to walk customers through outlined problem-solving processes, using our knowledge base systemAbility to ask questions to determine nature of problemKnowledge and experience with building, configuring, and troubleshooting computersExperience navigating through multiple internet applications to assist and resolve customer questionsProficiency in MS Office computer applications, including Word and Excel, and willingness to learn new technology systemsAbility to handle multiple job tasks at one time and escalate issues in a timely mannerAnalytical orientation with strong attention to detailYou must have a quiet, distraction-free work environment without any conflicting responsibilities during your scheduled work shiftAbility to accurately type at least 25 wpmStrong interpersonal skills and a very high degree of customer service ethicAbility to perform remote troubleshootingAbility to take inbound (voice) phone calls in a conversation-heavy environmentMinimum Internet RequirementHighspeed Internet Connection (Cable, Fiber, DSL)Mobile Broadband is not supported, this is satellite, wireless/cellular hotspot service, and point to point internet service40 Mbps Download20 Mbps Upload100ms Ping or lessJitter: 40 MS or lessHardwired ConnectionWired connection from the modem/router to the device, no splits/gaps or usage of Wi-Fi bridgesPreferred requirements/qualifications: Some level of higher education completedCustomer service or contact center experiencePrevious experience in the education industry and with e-learning technologiesThis 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.Anthology 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.
