• Conversation-Driven AI for natural, personalized assistance, always available, immediate service named AI voice Bot and chatbot for higher education is trusted by over 200 Colleges and Universities

          Seamless integration of campus systems into a student services tool by CX Portal enhancing institutional efficiency, real-time insightful dashboards provided.

          EduView transforms how advisors access and deliver information, simplifying complex tasks with a single click.

          The self-help password reset tool enables students, faculty, and staff to take control with personalized self-service options, ensuring one-click secure access to various applications and enhancing the overall student experience.

          We can drive active participation and specific actions through targeted outbound campaigns through student engagement messenger which offers broadcast announcements and two-way messaging.

        • Optimize your admissions procedures to boost enrollment while reducing the cost per student through support from the Admission Helpdesk for higher education.

          Financial aid Helpdesk support for higher education assist students and guardians through the entire financial aid process.

          Round-the-clock student service support for higher education offers a comprehensive solution for all student needs, conveniently accessible through a single platform.

          Discover why over 200 colleges and universities trust BlackBeltHelp as the premier provider of 24/7 IT helpdesk support services in higher education, offering AI solutions that ensure anytime, anywhere support.

          Our round-the-clock LMS helpdesk support for higher education encompasses "always on" assistance for Blackboard®, Canvas®, D2L®, and Moodle® LMS platforms, ensuring secure, cost-effective, and continuous support.

  • Customers
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Education Support Advocate I (ESA)

The primary responsibility of a BlackBeltHelp Tier 1 agent is delivering support to BlackBeltHelp clients. Agents will receive incidents from multiple channels including telephone, email and chat from internal as well as external points of contact. Agents are to maintain a proficient knowledge of supported applications procedures and be able to assist users with a variety of problems.

Knowledge and Skill Requirements

  • Excellent written and verbal communication skills.
  • Knowledge in Microsoft Office (i.e. Word, Excel, PowerPoint, Access)
  • Knowledge in Microsoft Outlook and/or Lotus Notes.
  • Knowledge in Windows and Mac OSX.
  • Knowledge of Active Directory.
  • Strong customer service skills.
  • Strong problem solving skills and 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; attention to detail.
  • Ability to handle a large call volume.
  • Flexibility to accommodate Help Desks hours of operation, 24 hours a day, seven days-a-week, including holidays.
  • Strong enthusiasm and desire to learn.
  • Perform well in a team and as a team.
  • Self-motivation and organization.
  • Ability to multi-task.

Job Description:

  • 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/or chat for assistance from users experiencing problems.
  • Troubleshoot, analyze, resolve, track, escalate and accurately document various technical problems (i.e. 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 system and processes.


  • Personal Computer
  • Windows 8 OS/ MAC 10.12 or later
  • Operating System: Windows 10 or better / Mac OS 11.0 or better
  • RAM: 8GB or better
  • Storage Space 256 GB (minimum)
  • Processor: 2.5 Ghz or better
  • Ethernet (wired) connection
  • 40 MPS Download speed minimum (speed test required)
  • 15-20 MPS Upload speed minimum (speed test required)
  • Headset (USB)

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