Remote Technical Support Representative

Higher Education Technical Support Location: Remote Pay Rate: $17.50/hour Start Date: May 22, 2026 Schedule: Hours of operation range from 8:00 AM ET to 1:00 AM ET, including weekends Employment Type: Temporary (Back-to-School Busy Season)

About the Role Higher Education Technical Support (HETS) provides technical and help-desk support for proprietary online educational products. Our primary users include instructors, administrators, and students at colleges, universities, and 2- and 4-year institutions, as well as some post-graduate programs.

This temporary role supports our users during the high-volume back-to-school season and is ideal for customer-focused professionals who enjoy troubleshooting technology in a fast-paced, service-driven environment.

Key Responsibilities • Answer inbound phone calls, chats, and other electronic requests related to digital products • Process and respond to email inquiries submitted to the support center • Own and manage customer cases from intake through resolution using a call-ticketing system • Research issues and escalate to Tier 2 support when appropriate • Provide accurate, timely solutions to customer inquiries and technical issues • Deliver outstanding customer service and maintain a professional demeanor at all times • Follow up on customer inquiries and take action in a timely manner • Troubleshoot software, system, and product issues • Apply retention efforts when appropriate • Handle confidential customer information with care and discretion • Enter and update customer data across multiple software systems • Collaborate effectively as part of a team in a fast-paced, high-energy environment • Participate in additional required training • Perform other duties as assigned by supervisor or manager

Required & Preferred Qualifications • 2 years of job-related experience in a call center environment (preferred) • 2 years of customer service experience (preferred) • Excellent verbal and written communication skills • Strong analytical and problem-solving abilities • Professional demeanor with the ability to remain calm under pressure • Strong organizational skills with the ability to multitask and prioritize • Detail-oriented with a customer-first mindset • 2-3 years of computer usage experience

Technology & Software Experience Technology: • Experience using call-ticketing systems (e.g., Salesforce or similar) • Experience with call center phone systems (e.g., Avaya) • Ability to troubleshoot basic browser issues (clearing cache/cookies, etc.) Software: • Internet browsers on Windows or Mac (Firefox, Internet Explorer, Safari) • Microsoft Outlook • Microsoft Office Suite

Nice to Have • Spanish-speaking skills are a plus

Equal Opportunity Employer / Disabled / Protected Veterans

The Know Your Rights poster is available here: https://www.eeoc.gov/sites/default/files/2023-06/22-088_EEOC_KnowYourRights6.12.pdf

The pay transparency policy is available here: https://www.dol.gov/sites/dolgov/files/ofccp/pdf/pay-transp_%20English_formattedESQA508c.pdf

For temporary assignments lasting 13 weeks or longer, AppleOne is pleased to offer major medical, dental, vision, 401k and any statutory sick pay where required.

We are committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation for any part of the employment process, please contact your staffing representative who will reach out to our HR team.

AppleOne participates in the E-Verify program in certain locations as required by law. Learn more about the E-Verify program. https://e-verify.uscis.gov/web/media/resourcesContents/E-Verify_Participation_Poster_ES.pdf

We also consider for employment qualified applicants regardless of criminal histories, consistent with legal requirements, including, if applicable, the City of Los Angeles' Fair Chance Initiative for Hiring Ordinance. Pursuant to applicable state and municipal Fair Chance Laws and Ordinances, we will consider for employment-qualified applicants with arrest and conviction records, including, if applicable, the San Francisco Fair Chance Ordinance. For Los Angeles, CA applicants: Qualified applications with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act.