Help Desk Customer Service Advisor

Role Overview   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.  A Day in the Life Help answer end-user questions by supporting phone calls, chats, and web inquires Serve as a go-to resource for clients and end-users needing technical assistance via phone, chat, or email Aim to resolve issues on the first interaction, while clearly and professionally guiding clients through their options Take ownership of assigned client accounts by managing and resolving issues from start to finish Accurately document interactions and solutions in the ticketing system Use the knowledge base to research and find the best solutions for client need Escalate complex or unclear issues—and any outdated knowledge base content—to a supervisor Represent the company positively by building strong, professional relationships with clients Continuously learn and grow by participating in training programs to support a variety of clients Deliver fast, accurate, and friendly solutions that create a great client experience Install, maintain, and troubleshoot computers, printers, phones, and other equipment Diagnose and resolve hardware and software issues Complete software installations and updates Build strong, collaborative relationships across teams and departments  About You   High school diploma (or equivalent) At least 18 years old Strong verbal and written communication skills Able to clearly and confidently support faculty, students, staff, and teammates Comfortable guiding customers through step-by-step solutions using our knowledge base Able to ask thoughtful questions to quickly understand and resolve issues Experience building, configuring, and troubleshooting computers Comfortable navigating multiple online systems at once Proficient in Microsoft Office (Word, Excel), Windows 11 with a willingness to learn new tools Able to perform remote troubleshooting Comfortable handling multiple tasks and escalating issues when needed Detail-oriented with strong problem-solving skills Works well independently in a remote environment Able to take inbound calls in a fast-paced, conversation-heavy setting Strong customer service mindset and interpersonal skills Typing speed of at least 25 WPM Quiet, distraction-free workspace with no competing responsibilities during your shift Internet Requirements: High-speed internet (Cable, Fiber, or DSL) Mobile hotspots or satellite connections are not supported Minimum speeds: 30 Mbps download 15 Mbps upload 100 ms ping or less 40 ms jitter or less Must use a hardwired connection (directly connected to modem/router — no Wi-Fi or bridges) What Makes This Opportunity   Paid Training and equipment provided 100% Remote Work from Home Opportunity to learn and apply technical expertise to members of educational institutions. Build in-demand skills using Amazon Connect and cloud-based support tools Receive paid training and ongoing support Gain hands-on experience in customer experience and tech-enabled services Support a mission-driven environment serving students and educator Our Training Approach   During your training you will learn: You’ll be in a fast paced 3 day training program with hands-on, real-world learning to build proficiency quickly. Ongoing coaching and support from experienced team members will help you succeed as you settle into the role. The hourly pay rate for this non-exempt position is $15. Encoura determines compensation using national market benchmarks, internal equity considerations, and organizational budget factors to ensure fairness and consistency across roles. Depending on the position, employees may also be eligible for variable compensation in addition to base pay. Employees in this role are eligible for Encoura’s comprehensive benefits package, which includes health insurance, retirement contributions, paid time off, and other programs that support employee well‑being.   This job description outlines primary responsibilities but may not list every duty. Responsibilities may shift based on business needs.  About Us  Encoura’s mission is to empower students and institutions to create meaningful connections so everyone can make the most informed decisions to achieve their goals. Since 1972, the Company has evolved its products and services to better represent the link between students and higher education institutions and to create the highest probability of student success.   Encoura’s expertise now spans enrollment, research, marketing, student success, and advancement and provides an unmatched combination of higher education experience and innovative solutions for colleges and universities. The Company also offers Encourage® — the nation’s largest free college and career planning program used by millions of high school students and educators nationwide.   It is the policy of the Company to provide equal employment opportunities to all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran or disabled status, or genetic information. All applicants must be eligible to work in the U.S.   Encoura endeavors to make reasonable accommodations for applicants with disabilities and disabled veterans pursuant to applicable federal and state law. If you are an individual with a disability and require reasonable accommodation to complete any part of the application process or are limited in the ability and need an alternative method for applying, please contact the Talent Team.   Applicants from California, please review the CA HR Privacy Notice.   To review our privacy policy, please click this link: https://encoura.org/privacy-policy/