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Help Desk-customer Service Advisor 3

hace 4 meses

Bogota, Colombia Anthology, Inc. A tiempo completo

**Help Desk Customer Service Advisor**

**Bogota, Colombia**

**ONLY CVs SUBMITTED IN ENGLISH WILL BE CONSIDERED**

**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.

Anthology's Student Success organization 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.

Position responsibilities will include:

- Resolving end-user inquiries by utilizing multiple technologies including telephony, and web-based inquiries
- Serving as the first point of contact for clients/end-users seeking technical assistance over the phone.
- 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
- Completing special projects as requested
- 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:_
- High School diploma or equivalent
- Must be 18 years old or over
- Fluency in written and spoken English at CEF B2 level or above
- 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
- Knowledge and experience with building, configuring, and troubleshooting computers
- Ability to handle multiple job tasks at one time and escalate issues in a timely manner
- Analytical orientation with strong attention to detail
- Ability to work from home
- 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
- Preferred requirements/qualifications:_
- Some level of higher education completed
- Customer service or contact center experience
- Previous experience in the education industry and with e-learning technologies

**The Office**:
We have an office located in Bogota, Colombia as a hub for the LAC market.
- Located in Capital Towers center in the financial district
- Excellent and secure area to eat lunch, have a walk, or dine after office hours
- Benefits in prepaid medicine, dental plan, and wellness allowance
- Easy access to public transportation close to two important avenues, Carrera 7 and Calle 100
- Free parking for employees and paid parking for visitors
- Multiple private spaces for virtual and face-to-face meetings
- Regular events like bring your dog to work day and ping-pong, foosball, and Mario Kart tournaments
- Sodexo card provided for employees
- Daily budget to spend on beverage vending machines

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.

Anthology 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