Customer Care, Technical Support

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Encoura

WebsiteLinkedInAll Job Openings

51 - 200 employees

📚 Education

☁️ SaaS

🤝 B2B

Education • SaaS • B2B

Encoura is a provider of research, data-driven SaaS tools and consulting services that help colleges and universities recruit, enroll, retain, and engage students across the full student lifecycle. The company offers a unified platform, proprietary student and market datasets (including ACT-linked sources), advanced prospect-to-enroll search and AI-enabled engagement capabilities, digital marketing services, and strategic enrollment consulting used by over 2,000 institutions. Encoura focuses on market insight, targeted student search, family engagement, and funnel optimization to drive enrollment and retention outcomes for higher-education institutions.

📋 Description

• Serves as the first point of contact for customers needing technical support via phone and email. • Provides guidance to new and existing users on products and assists with setup and maintenance of online learning software and equipment. • Troubleshoots hardware and software issues, ensuring a smooth user experience. • Manages support tickets, uses knowledge bases to resolve inquiries efficiently, and aims for first-call resolution. • Handles multiple tasks simultaneously and escalates issues promptly when needed. • In a virtual contact center, resolving inbound customer calls and inquiries in a professional and empathetic manner. • Addressing student families concerns • Providing introductory information to new users on various products • Providing delightful, efficient, and accurate resolutions to customer inquiries • Demonstrating empathy, patience, and flexibility during phone calls • Installing, maintaining, and troubleshooting computers, printers, phones, and other peripheral equipment • Documenting information into web-based ticketing system • Escalating unique issues or inaccurate information contained in the knowledge base to the immediate supervisor for resolution • Participating in internal training programs to expand knowledge and support multiple clients

🎯 Requirements

• Excellent English written and oral communication proficiency (equivalent to CEF C1 level or above). • Computer knowledge and multi-tasking with internet navigation skills • Experience installing, maintaining, and troubleshooting computers, printers, and other peripherals including hardware troubleshooting and software installation. • High school diploma or • Must be at least 18 years old • Willing to accept seasonal, full time, 40 hours a week • Must reside within approved state* • Able to work from home with 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) • Wi-Fi 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. • College degree or some college completed preferred • 1 or more years of customer service experience preferred

🏖️ Benefits

• 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 educators • Strengthen core skills like communication, customer service, and multitasking