Help Desk Customer Service Advisor

We are looking for technically skilled candidates with good problem-solving ability for the position of Help Desk Customer Service Advisor. The duties of this role include being a reference point for all IT-related queries at the user level, responding to user needs in a timely manner, and ensuring the optimal running of all systems, among other technical duties.

• Help answer end-user questions by supporting phone calls, chats, and web inquires
• Serve as a go-to resource for clients and end-users needing technical assistance via phone, chat, or email
• Aim to resolve issues on the first interaction, while clearly and professionally guiding clients through their options
• Take ownership of assigned client accounts by managing and resolving issues from start to finish
• Accurately document interactions and solutions in the ticketing system
• Use the knowledge base to research and find the best solutions for client need
• Escalate complex or unclear issues—and any outdated knowledge base content—to a supervisor
• Represent the company positively by building strong, professional relationships with clients
• Continuously learn and grow by participating in training programs to support a variety of clients
• Deliver fast, accurate, and friendly solutions that create a great client experience
• Install, maintain, and troubleshoot computers, printers, phones, and other equipment
• Diagnose and resolve hardware and software issues
• Complete software installations and updates
• Build strong, collaborative relationships across teams and departments

• High school diploma (or equivalent)
• At least 18 years old
• Strong verbal and written communication skills
• Able to clearly and confidently support faculty, students, staff, and teammates
• Comfortable guiding customers through step-by-step solutions using our knowledge base
• Able to ask thoughtful questions to quickly understand and resolve issues
• Experience building, configuring, and troubleshooting computers
• Comfortable navigating multiple online systems at once
• Proficient in Microsoft Office (Word, Excel), Windows 11 with a willingness to learn new tools
• Able to perform remote troubleshooting
• Comfortable handling multiple tasks and escalating issues when needed
• Detail-oriented with strong problem-solving skills
• Works well independently in a remote environment
• Able to take inbound calls in a fast-paced, conversation-heavy setting
• Strong customer service mindset and interpersonal skills
• Typing speed of at least 25 WPM
• Quiet, distraction-free workspace with no competing responsibilities during your shift

• High-speed internet (Cable, Fiber, or DSL)
• Mobile hotspots or satellite connections are not supported
• Minimum speeds:
• 30 Mbps download
• 15 Mbps upload
• 100 ms ping or less
• 40 ms jitter or less
• Must use a hardwired connection (directly connected to modem/router — no Wi-Fi or bridges)

• Paid Training and equipment provided
• 100% Remote Work from Home
• Opportunity to learn and apply technical expertise to members of educational institutions.
• Build in-demand skills using Amazon Connect and cloud-based support tools
• 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 educator

During your training you will learn:

• You’ll be in a fast paced 3 day training program with hands-on, real-world learning to build proficiency quickly.
• Ongoing coaching and support from experienced team members will help you succeed as you settle into the role.

The hourly pay rate for this non-exempt position is $15. Encoura determines compensation using national market benchmarks, internal equity considerations, and organizational budget factors to ensure fairness and consistency across roles. Depending on the position, employees may also be eligible for variable compensation in addition to base pay. Employees in this role are eligible for Encoura’s comprehensive benefits package, which includes health insurance, retirement contributions, paid time off, 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.