Senior Technical Support Associate
About The Position
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. 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. Receive paid training and build in-demand skills using Amazon Connect and cloud-based support tools. Ongoing coaching and support from experienced team members will help you succeed as you settle into the role. The hourly pay rate for this position is $15.00. Encoura determines compensation using national market benchmarks, internal equity considerations, and organizational budget factors to ensure fairness and consistency across roles. Employees in this role are eligible for Encoura’s comprehensive benefits package, which includes health insurance, retirement contributions, 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.
Requirements
- 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
- Must be able to enroll in and use Multi-Factor Authentication (MFA) via Okta with Microsoft Authenticator for secure access to company systems
Nice To Haves
- Stable work history preferred
- Apple Certified Mac Technical certifications (e.g., ACMT) preferred
- Experience in education or e-learning preferred
- Degree in a technology-related field preferred
Responsibilities
- 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
Benefits
- 100% Remote Work from Home
- Build in-demand skills using Amazon Connect and cloud-based support tools
- Support a mission-driven environment serving students and educators
- Receive paid training
- Ongoing coaching and support from experienced team members
- health insurance
- retirement contributions
- other programs that support employee well‑being
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
High school or GED
