Senior Technical Support Associate

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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

• 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

🎯 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 • 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 specified requirements

🏖️ Benefits

• Health insurance • Retirement contributions • Paid training • Ongoing coaching and support