Call center - help desk - inglés c1 - remoto

Help Desk Customer Service Advisor

Bogota - Remote Work From Home

ONLY CVs SUBMITTED IN ENGLISH AND CANDIDATES RESIDING IN BOGOTA WILL BE CONSIDERED*

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 ***.*********.***

Position responsibilities will include:

Resolving end-user inquiries by utilizing multiple technologies including telephony, chat, and web-based inquiries
Serving as the first point of contact for clients/end-users seeking technical assistance over the phones, chats, and emails
Striving for one-call resolution of client issues while communicating appropriate options in a timely and professional manner
Managing and resolving identified client issues for assigned 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 client inquiries
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

Required skills/qualifications:

Ability to work from home after training.
Note: TRAINING WILL BE ONSITE - 3-4 days at our office in Bogota.
Fluency in written and spoken English at CEFR C1/C2 level.
Customer service / contact center experience
Technical background / degree
Excellent oral and written communication skills, including:
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
Proficiency in MS Office computer applications, including Word and Excel, and willingness to learn new technology systems
Ability to handle multiple job tasks at one time and escalate issues in a timely manner
Analytical orientation with strong attention to detail
You must have a quiet, distraction-free work environment without any conflicting responsibilities during your scheduled work shift
Ability to accurately type at least 25 wpm
Strong interpersonal skills and a very high degree of customer service ethic
Ability to perform remote troubleshooting
Ability to take inbound (voice) phone calls in a conversation-heavy environment
Minimum Internet Requirement- Highspeed Internet Connection (Cable, Fiber, DSL). Mobile Broadband is not supported, this is satellite, wireless/cellular hotspot service, and point to point internet service. 40 Mbps Download, 20 Mbps Upload, 100ms Ping or less, Jitter: 40 MS or less, Hardwired Connection - Wired connection from the modem/router to the device, no splits/gaps or usage of Wi-Fi bridges

Preferred requirements/qualifications:

Some level of higher education completed
Previous experience in the education industry and with e-learning technologies

What We Offer:

We have an office located in Bogota, Colombia as a hub for the LAC market.

Benefits in prepaid medicine, dental plan, and life insurance
Food, internet and wellness allowances provided for employees
Weekend work bonuses for Contact Center staff
Regular events like bring your dog to work day and ping-pong, foosball, and Mario Kart tournaments
Daily budget to spend on beverage vending machines
Located in Capital Towers center in the financial district
Multiple private spaces for virtual and face-to-face meetings
Easy access to public transportation close to two important avenues, Carrera 7 and Calle 100
Excellent and secure area to eat lunch, have a walk, or dine after office hours
Free parking for employees and paid parking for visitors

Operario

Media (10° - 13°)

Otros

Menos de un año de experiencia

1 Vacante