Live Chat Customer Service Advisor

Job Req: 1281
Company Entity: Bb Student Services Inc.
Community: Blackboard Student Success
Location: United States
Date Posted: Jun 10, 2022
Remote: Yes
Travel Requirements: None
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Job Description

Live Chat Customer Service Advisor

Remote – US

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

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.

Student Success is hiring for remote, work from home opportunities with immediate availability and schedules that offer flexibility.

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:


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, Cable, or Fiber 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 15 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
Ability to take inbound (voice) phone calls in a conversation-heavy environment


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.

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