[Remote] Senior Technical Support Associate

Note: The job is a remote job and is open to candidates in USA. Encoura is dedicated to empowering students and institutions to create meaningful connections, and they are seeking a Senior Technical Support Associate to assist customers with account and technical issues in a remote environment. This role involves providing high-quality support across various communication channels while troubleshooting and resolving complex concerns.

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

Skills

• 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 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
• 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

Benefits

• Paid training
• Ongoing coaching and support from experienced team members
• Encoura’s comprehensive benefits package, which includes health insurance, retirement contributions, and other programs that support employee well‑being

Company Overview