AL, AR, FL, GA, IN, KY, LA, MI, MO, MS, NC, NM, NV, OH, OK, PA, SC, TN, TX, WI, WV
Blackboard is the world’s leading EdTech company, serving higher education, K-12, business, and government clients around the world. We connect a deep understanding of education with the power of technology to continuously push the boundaries of learning. Our mission is to, advance learning together with the world's education community, so that all students, educators, and institutions can realize their goals today and prepare for tomorrow. Read employee reviews here
The Opportunity:
Specific responsibilities will include:
Maintaining annual recurring revenue of 90%+ for a client base
Providing best practice recommendations; assisting clients in solving point-in-time challenges, and partnering with the client to support the overall goal of reaching their desired outcome reviewinghttps://careers.blackboard.com/jobs/7397883-staffing-assistant portfolio, identifying areas of greatest need, and executing a tailored plan to ensure client success and achievement of success metrics
Proactively identifying challenges that pose a risk and proactively managing account to be aware of any potential risk and mitigate them through developed mitigation plans
Providing root cause analysis to help drive to and meet service-level targets/agreements according to the service contract
Ensuring full adoption of service is obtained
Reporting risks or challenges promptly to the Senior Client Success Manager for risk mitigation opportunities to the customer or internal teams
Cataloging success stories that align to Blackboard Student Success’ portfolio
Analyzing client satisfaction results and developing process improvement initiatives
Acting as an information conduit from Blackboard Student Success and the industry to the client, providing the latest information on both Blackboard Student Success products and services and industry trends
Projecting a favorable image of the company to promote its objectives and goals and enhancing client relationships
Participating in quarterly and annual business reviews
Sharing client performance metrics on a weekly/monthly basis as needed
Driving performance success during key times during the year (i.e. back-to-school, holidays/breaks)
Presenting customer performance outcomes in a manner that drives decision-making, process improvements, and demonstrating the continual value of the service
This role requires 10-15% travel to client locations or Blackboard offices.
Blackboard Student Success partners with educational institutions globally in the higher education, K-12, and professional education markets to improve the education experience both inside and outside the classroom by facilitating access to information, enabling stronger student engagement and collaboration, enhancing communication, and supporting student safety, success, and institutional effectiveness. Most importantly, we help every student achieve their full potential through access to lifelong learning.
Blackboard Student Success is hiring for remote, work-from-home opportunities with immediate availability and schedules that offer flexibility.
As Interim Associate Recruiter, you will perform BbSS interviews, perform onboarding-related tasks, and ensure relevant data is entered into multiple recruiting systems in a prompt and accurate manner.
Specific responsibilities will include:
Conduct professional BSS interviews and make new hire recommendations.
Respond to routine inquiries from candidates outside the company, such as next steps in the hiring process; ensuring applications are updated.
Collaborate with the hiring manager and human resource staff during the offer process.
Identify skill sets, recommend corresponding compensation range, incentives, and start dates.
Ensure compliance with federal, state, local employment laws, regulations, and company policies.
Performs other duties as assigned.
The Candidate:
Required skills/qualifications:
Ability to conduct different types of interviews
Experience with high volume staffing, recruitment processes, and databases
Experience with various applicant tracking systems
Good decision-making skills
Excellent communication skills
Experience using MS Office, Excel, Word, OneDrive.
Attention to detail; excellent time management and organizational skills.
Ability to maintain the confidentiality of sensitive employee information.
Must be able to work from a home office
Must have either an ISP provided modem that allows a third party VOIP or a personal modem and personal router without restrictions
Must be able to wire company hardware directly into the router which may not be more than 100 feet from the computer
Minimum recommended Internet speed is 15 Mbps download and 10 Mbps upload with 100 MS-ping or less consistently that is dedicated to the workstation.
Preferred skills/qualifications:
Contract completion
Team Collaboration
Prefer High Volume Call Center Staffing Experience.
College degree or some college completed with equivalent experience
Willingness to learn quickly
Ability to multi-task in a highly dynamic environment.
We are hiring for remote, work-from-home opportunities with immediate availability covering a variety of schedules.
Blackboard is work-from-home looking for technically skilled candidates with the 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.
Position responsibilities:
Resolving end-user inquiries by utilizing multiple technologies including telephony, chat, and web-based inquiries
Installing, maintaining, and troubleshooting computers, printers, phones, and other peripheral equipment
Troubleshooting hardware and software issues
Completing software installations
Establishing good relationships with all departments and colleagues
Serving as the first point of contact for customers seeking technical assistance over the phones, chats, and emails
Striving for one-call resolution of customer issues while communicating appropriate options in a timely and professional manner
Managing and resolving identified client issues for assigned customer accounts
Documenting information into the web-based ticketing system
Searching and navigating the knowledge base to identify appropriate resolutions for client issues
Escalating unique issues or inaccurate information contained in the knowledge base to the immediate supervisor for resolution
Projecting a favorable image of the company to promote its objectives and goals that enhance client relationships
Participating in internal training programs to expand knowledge and support multiple clients
Providing delightful, efficient, and accurate resolutions to customer inquiries
Completing special projects as requested by management
The Candidate:
Requirements:
You must be able to work from home in a quiet, distraction-free environment without any conflicting responsibilities during your scheduled work shift
Your designated workspace must have DSL or Cable Internet that is hardwired into a modem/router via Ethernet (Dial-up, Wireless, or Satellite interview services cannot be used)
Must have either an ISP provided modem that allows a third party VOIP or a personal modem and personal router without restrictions
Must be able to wire company hardware directly into the router which may not be more than 100 feet from the computer
Verified minimum download speed 10 Mbps and minimum upload speed 5 Mbps
Ping less than 100 MS consistently that is dedicated to the workstation
Strong computer knowledge, including the ability to accurately type at least 25 wpm
Strong interpersonal skills and a very high degree of customer service ethic.
Ability to communicate clearly, both written and orally, with faculty, students, staff, and team members
Ability to walk customers through outlined problem-solving processes, using our knowledge base system
Ability to ask questions to determine the nature of the problem
Strong multi-tasking abilities while working in a fast-paced environment
Ability to perform remote troubleshooting
Bilingual in Spanish and English.
As a Client Success Specialist, you will have the opportunity to manage the strategic relationship between your clients and Blackboard Student Success. You will work directly with various Blackboard Operational departments and the client’s Student Services and LMS staff to support the outsourced components. You’ll be responsible for the overall success of the client’s support and work internally to ensure all service levels of performance are being achieved. You’ll fully own the client relationship and the client experience.
Utilizing a Call Center paradigm, Blackboard Student Success hires, trains, and manages advisors to assist students, faculty, and parents with information requests. This is a highly dynamic environment that will require you to oversee all aspects of your client's service delivery and work collaboratively with internal stakeholders including Operations, Product Development, IT, and Sales to meet client expectations. You will strive to exceed operational performance metrics and analyze trends that impact the quality of service, always working proactively to ensure your client’s success. You will constantly seek ways to nurture and grow your accounts in a way that will benefit both the client and Blackboard Student Success. You’ll report to a Senior Client Success Manager.
Specific responsibilities will include:
Maintaining annual recurring revenue of 90%+ for a client base
Providing best practice recommendations; assisting clients in solving point-in-time challenges, and partnering with the client to support the overall goal of reaching their desired outcome
Reviewing portfolio, identifying areas of greatest need, and executing a tailored plan to ensure client success and achievement of success metrics
Proactively identifying challenges that pose a risk and proactively managing an account to be aware of any potential risk and mitigate them through developed mitigation plans
Providing root cause analysis to help drive to and meet service-level targets/agreements according to the service contract
Ensuring full adoption of service is obtained
Reporting risks or challenges promptly to the Senior Client Success Manager for risk mitigation opportunities to the customer or internal teams
Cataloging success stories that align to Blackboard Student Success’ portfolio
Analyzing client satisfaction results and developing process improvement initiatives
Acting as an information conduit from Blackboard Student Success and the industry to the client, providing the latest information on both Blackboard Student Success products and services and industry trends
Projecting a favorable image of the company to promote its objectives and goals and enhancing client relationships
Participating in quarterly and annual business reviews
Sharing client performance metrics on a weekly/monthly basis as needed
Driving performance success during key times during the year (i.e. back-to-school, holidays/breaks)
Presenting customer performance outcomes in a manner that drives decision-making, process improvements, and demonstrating the continual value of the service
This role requires 10-15% travel to client locations or Blackboard offices
The Candidate:
Required skills/qualifications:
Bachelor’s degree or equivalent experience
Minimum of 2 years prior relevant experience in a technology-focused position within a higher education sector, or in higher education enrollment, student recruitment, student services (financial aid, student account, admissions, records, registration)
Strong written and oral communication skills
Proven track record of successfully managing large/high-value accounts and developing strong client relationships with all levels of an organization
Excellent problem-solving and critical thinking skills
Effective at creating, gathering, and analyzing reports and data
Ability to multi-task and to consistently perform under the pressure of deadlines and other demands
Highly organized, task-oriented, proactive, and impactful communicator and presenter
Ability to thrive in a fast-paced, results-oriented, collaborative environment
Self-driven; ability to work independently with little supervision
Strong analytical skills with experience using data-driven process improvements strategies
Excellent customer service and client-facing skills
Strong prioritization, project management, and coordination skills
Ability to excel in a fluid, cross-functional team environment.
AL, AR, FL, GA, IN, KY, LA, MI, MO, MS, NC, NM, NV, OH, OK, PA, SC, TN, TX, WI, WV
Position responsibilities:
Providing Tier I technical support for customer inquiries and issues in a high-volume, inbound call environment
Utilizing customer service skills to interact with customers and resolve product, service, and technical issues experienced by the end-user
Managing a high volume of incoming calls
Providing customer support through phone calls, chats, email, and web tickets
Striving for one-call resolution of customer issues while communicating troubleshooting steps and solutions to the customer clearly and concisely
Opening and reviewing customer accounts using a web-based CRM
Searching, navigating, and utilizing a knowledge base to identify appropriate resolutions for customer issues
Managing and resolving identified client issues for assigned customer accounts
Documenting information into multiple web-based ticketing systems
Escalating unique issues or inaccurate information contained in the knowledge base to the immediate supervisor for resolution
Projecting a favorable image of the company to promote its objectives and goals that enhance client relationships
Meeting personal/customer service team performance targets while following company policies, procedures, and guidelines
Participating in internal training programs to expand knowledge and support multiple clients
The Candidate:
Requirements:
Must be able to work from the home office in a quiet, uninterrupted workspace
Must have either an ISP provided modem that allows a third party VOIP or a personal modem and personal router without restrictions
Must be able to wire company hardware directly into the router which may not be more than 100 feet from the computer
The Minimum recommended Internet speed is 10 Mbps download and 5 Mbps upload with 100 MS-ping or less consistently that is dedicated to the workstation
Expertise in supporting Personal Computers/Windows10 and other Microsoft products, as well as MacBook, MacBook Air, and MacBook Pro
Minimum of six months Technical Support/troubleshooting experience
Ability to determine the root cause of issues and effectively solve problems
Basic to intermediate skill level working with web browsers, software, and networks
Strong record of achievement in terms of performance to goals/key success metrics
Excellent oral and written communication skills
Ability to handle multiple job tasks at one time and escalate issues in a timely manner
Exceptional customer service skills.
The Candidate:
Requirements:
You must be able to work from home in a quiet, distraction-free environment without any conflicting responsibilities during your scheduled work shift
Your designated workspace must have DSL or Cable Internet that is hardwired into a modem/router via Ethernet (Dial-up, Wireless, or Satellite interview services cannot be used)
Must have either an ISP provided modem that allows a third party VOIP or a personal modem and personal router without restrictions
Must be able to wire company hardware directly into the router which may not be more than 100 feet from the computer
Verified minimum download speed 10 Mbps and minimum upload speed 5 Mbps
Ping less than 100 MS consistently that is dedicated to the workstation
Strong computer knowledge, including the ability to accurately type at least 25 wpm
Strong interpersonal skills and a very high degree of customer service ethic.
Ability to communicate clearly, both written and orally, with faculty, students, staff, and team members
Ability to walk customers through outlined problem-solving processes, using our knowledge base system
Ability to ask questions to determine the nature of the problem
Strong multi-tasking abilities while working in a fast-paced environment
Ability to perform remote troubleshooting
Qualifications:
High School diploma or equivalent
Must be 18 years old or over
Excellent oral and written communication skills
Previous computer experience (building, configuring, troubleshooting)
Knowledge of internet applications
Proficiency in MS Office computer applications, including Word and Excel, and willingness to learn new technology systems
Familiarity with education-related technologies
Ability to handle multiple job tasks at one time and escalate issues in a timely manner
Analytical orientation with strong attention to detail.
The Opportunity:
We’re looking for a Copywriter to help us push the boundaries of what education can offer through the power of technology. Education is our passion, and our team members bring that to work each day as they aim to advance learning in every region of the world. Blackboard is the world's leading education technology company, providing dynamic products and services to the global education community. We’re focused on driving innovation in EdTech and working with our clients to create a smarter learning environment.
The Copywriter will be responsible for the copywriting of marketing assets that drive enrollment growth for institutions. There will be a heavy emphasis on using data and analytics to refine the messaging approach and optimize conversions. This position is an amalgam of analytical and creative responsibilities, requiring a clear understanding of best practices related to digital marketing, direct response, SEO, social media, and content marketing. This person will need to be a self-starter who is able to work autonomously as well as collaboratively within a team environment. While not directly client-facing, the success of this position depends upon this person’s commitment to excellence and customer satisfaction.
Primary responsibilities will include:
Playing a critical role in developing the messaging needed to support the enrollment process
Content Development
Completing content projects on behalf of Blackboard clients including (but not limited to):
Microsites and landing page copy
Emails
Digital display ad copy
Paid search copy
Social media assets
Content marketing pieces (infographics, e-books, blogs, video scripts)
Executing on best practices related to SEO and content marketing
Incorporating audience insights and marketing data where applicable
Completing any research needed to inform copy and content pieces including research for blog development and e-books on behalf of the client
Collaborating on information gathering from subject matter experts including interviews and survey development.
Comments