SeniorTechnicalSupportAssociate

Role Overview We are hiring Technical Support Advisors for our virtual contact center. In this role, you’ll assist customers with account and technical issues while delivering exceptional service in a fast-paced, remote environment. A Day in the Life Provide friendly, high-quality support across phone, chat, email, and web Troubleshoot technical, product, and service issues—aiming for first-call resolution Navigate multiple systems while researching and resolving complex concerns Accurately document interactions in a ticketing system Manage high-volume interactions and multitask effectively Escalate issues when needed to ensure timely resolution About You Comfortable using computers and navigating multiple systems Comfortable with high-volume inbound calls Strong technical skills and problem-solving skills Customer-focused with excellent communication skills Flexible schedule availability (including weekends) Hands on experience supporting Apple products, Windows 11, and Microsoft Office Apple products (MacBook, MacBook Air, MacBook Pro) PCs, Windows 11, and Microsoft Office Proven ability to meet performance goals At least 18 years old with a high school diploma (or equivalent) Typing speed of 25 WPM Quiet, distraction-free workspace Must reside in an approved state* Home Internet that meets the following requirements: 30 Mbps download 15 Mbps upload 100ms ping or less Cable, Fiber, or DSL only (no mobile broadband, hotspot, satellite, or point-to-point) WiFi is allowed; wired connection required if WiFi becomes unstable Successful candidates will be required to complete and pass a CLEAR™ identity verification as part of the pre-employment screening process CLEAR™ Candidate FAQ Must be able to enroll in and use Multi-Factor Authentication (MFA) via Okta with Microsoft Authenticator for secure access to company systems Stable work history preferred Apple Certified Mac Technical certifications (e.g., ACMT) preferred Experience in education or e-learning preferred Deg