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NOW HIRING

EDUCATION
SUPPORT
ADVOCATE I
(ESA) – REMOTE

BlackBeltHelp provides 24/7 technology support for universities nationwide. Join a fully remote team doing meaningful work every day.

24/7
University support
100%
Remote role
130+
Partner institutions
8M+
Annual helpdesk interactions
The Role

Education Support Advocate I (ESA)

The primary responsibility of a BlackBeltHelp Tier 1 agent is delivering support to BlackBeltHelp clients. Agents receive incidents from multiple channels including telephone, email, and chat from internal and external points of contact.

Agents are to maintain a proficient knowledge of supported applications and procedures and be able to assist users with a variety of problems.

What You Will Do

Job Responsibilities

  • Provide friendly, courteous, and quality support to all users
  • Strive to meet or exceed all SLA goals
  • Respond to incoming telephone calls, voicemail, web submissions, emails, and chat for assistance from users experiencing problems
  • Troubleshoot, analyze, resolve, track, escalate, and accurately document various technical problems including software, hardware, and client-specific applications
  • Document customer requests in the appropriate issue tracking system
  • Route tickets accurately to client-level support when needed
  • Stay current on and adhere to established policies, procedures, and documentation
  • Be a subject matter expert in the full suite of supported client systems and processes
What You Bring

Knowledge and Skills

  • Excellent written and verbal communication skills
  • Knowledge of Microsoft Office (Word, Excel, PowerPoint, Access)
  • Knowledge of Microsoft Outlook, Windows, and Mac OSX
  • Knowledge of Active Directory
  • Strong customer service and problem-solving skills with sound decision-making ability
  • Effective listening and probing question skills
  • Ability to learn and apply technical information in a fast-paced, demanding work environment
  • Ability to follow policies and procedures with strong attention to detail
  • Ability to handle large call volumes and multi-task effectively
  • Flexibility to accommodate help desk hours of operation, 24 hours a day, 7 days a week, including holidays
  • Strong enthusiasm and desire to learn and grow
  • Ability to perform well individually and as part of a team
  • Self-motivation, organization, and ability to multi-task
WORK-FROM-HOME SETUP

EQUIPMENT REQUIREMENTS

You will need the following equipment in place before your start date.

COMPUTER
Personal Computer required
OPERATING SYSTEM
Windows 8 or later / Mac OSX 14.0 or later
RAM
8GB or better
STORAGE
256GB minimum
PROCESSOR
2.5 GHz or better
INTERNET CONNECTION
Wired Ethernet required
DOWNLOAD SPEED
40 Mbps minimum (speed test required)
UPLOAD SPEED
15 to 20 Mbps minimum (speed test required)
HEADSET
USB headset required
WHY BLACKBELTHELP

WHAT WE OFFER

100% Remote

Work from home with full team support and the tools you need

Flexible Shifts

Schedules built around your availability and lifestyle

Real Growth

Clear advancement paths within a fast-growing organization

Supportive Culture

A team-first environment where your success matters to everyone

Open Position
Education Support
Advocate I (ESA)
 Remote | Takes less than 5 minutes
Your information is kept private and used only for hiring purposes.

BlackBeltHelp is the #1 AI-powered Helpdesk platform purpose-built for higher education. It combines Generative AI, trained agents, and integrations with systems like Ellucian™ Banner, Canvas, Slate, and Microsoft Entra to answer IT, student services, and admissions questions. Trusted by 130+ institutions including Columbia University, Cornell University, and the California Community Colleges System, BlackBeltHelp manages over 8 million helpdesk interactions annually, ensuring 24x7 support so campuses stay connected and students stay supported.

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