Live Chat Customer Service Advisor

Job Description

Description

Live Chat Customer Service Advisor

Remote – US

The Opportunity:

We’re looking for a Live Chat Customer Success 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 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.

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

Primary position responsibilities will include:

  • Resolving end user inquiries by utilizing multiple technologies including chat and web-based inquiries
  • Providing complete and accurate information to customers on every live chat interaction by researching account activity and notes promptly and efficiently
  • Handling and resolving situations with customers in a timely and effective manner
  • Assisting management with special projects relating to customer service
  • Responding to all inbound chats and assisting management for the entire shift with exception of assigned break times

The Candidate:

Requirements:

  • Able to work from home
  • Able to sit and work at a desk and on the computer for extended periods of time
  • Able to maintain a quiet, distraction-free work environment without any conflicting responsibilities during your scheduled shift
  • Home office must have DSL or Cable Internet that is hardwired into a modem/router via Ethernet (Dial up, Wireless, or Satellite internet service cannot be used)
  • Must have either an ISP provided modem that allows a third party VOIP, or a personal modem and personal router without restrictions
  • Must be able to wire company hardware directly into router which may not be more than 100 feet from the computer
  • Minimum download speed 10 Mbps and minimum upload speed 5 Mbps
  • Ping less than 100 MS consistently that is dedicated to the workstation
  • Able to pass a typing speed test and type 50 WPM

Qualifications:

  • High School diploma or equivalent required
  • Must be at least 18 years old
  • Able to work a variable schedule, including evenings and weekends, based on call center needs
  • Good organizational skills and detail-oriented
  • Excellent time management skills
  • Proficient with Microsoft Word, Excel, Outlook, and the Internet, along with basic data entry and word processing skills
  • Excellent written and oral communication skills
  • 1+ years of professional customer service experience, preferably in a large Call Center environment as a chat agent

Preferred skills/qualifications:

  • Some level of college completed
  • Able to easily operate a computer learning and adapt quickly to software applications
  • Able to troubleshoot caller issues and provide supporting help documentation
  • Committed to quality and service matrix and culture
  • Able to quickly adapt to face changing situations
  • Able to provide positive customer experience for customers
  • Self-motivated, accountable approach combined with strong sense of teamwork
  • Strong sense of customer service with enthusiastic, energetic, and professional behavior

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.  

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