Customer Service Associate

Encoura is dedicated to empowering students and institutions to create meaningful connections for informed decision-making. As a Customer Service Associate, you will support students, faculty, and staff across the country, providing assistance via voice and chat while learning to use industry-leading technology.

Responsibilities:

• Support customers via voice and chat using Amazon Connect
• Deliver a positive experience through empathy, patience, and clear communication
• Resolve customer issues using AWS tools specifically Amazon Connect and Connect Assistant, following defined call flows
• Accurately document interactions and manage follow-ups
• Handle multiple tasks in a fast-paced call center environment
• Collaborate with teammates and escalate complex issues as needed
• Participate in ongoing training and continuous improvement
• Work assigned shifts, including weekends and holidays

Requirements:

• High school diploma or equivalent
• Must be at least 18 years old
• Stable employment history
• Ability to work full-time (40 hours per week)
• Quiet, distraction free home workspace
• Comfortable using browsers such as Chrome, Firefox, or Safari
• Ability to type at least 25 WPM
• Strong verbal and written communication skills
• Proficiency with Microsoft Word and Excel
• Ability to learn and use multiple systems, windows, and monitors
• Strong attention to detail, critical thinking, and problem-solving skills
• Professional fluency in English (CEF C1 or higher)
• Must reside in an approved state*
• Home Internet that meets the following requirements: 30 Mbps download, 15 Mbps upload, 100ms ping or less, 40ms jitter 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
• Previous customer service or contact center experience
• Familiarity with Amazon Connect, Connect Assistant, or similar technologies
• Some college coursework
• Experience in education or eLearning support