Technical Support Specialist I – Online Division
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Job Description
Technical Support Specialist providing telephone, e-mail, live chat, and social media support to GCU Students regarding their issues with online classroom access. Collaborating with team members to resolve technical problems efficiently.
Responsibilities:
- Handles Technical Support Calls, chats, emails, and social media requests regarding online classroom access from students.
- Assists Students with basic and advanced troubleshooting, ongoing issues, and provides assistance on classroom technology setup.
- Handles advanced issues related to browser troubleshooting for supported applications.
- Follows through and communicates with the user while working the problem to ensure successful and timely completion of the problem.
- Works with team members and other GCU departments on behalf of the customer to resolve issues.
- Consistently meets first contact resolution metrics.
- Works alternate shift hours as assigned to handle the call in/ticket requests.
- Prepares required documentation related to customer requests and resolution and adheres to proper documentation guidelines.
- Determine when to escalate issues to management level for assistance.
- Inform management of persistent and recurring issues.
- Effortlessly engage with callers, actively listen, analyze, and isolate tech issues.
- Comfortably navigate multiple applications to research solutions.
- Multitask in systems while patiently providing step-by-step instructions.
- Calmly provide conflict resolution.
- Navigate frustrated customer situations.
- Work independently with discipline in a virtual environment.
- Work in a highly structured environment with strict adherence to your assigned full-time schedule taking high-volume inbound calls from customers.
- Work at a desk, wearing a wired headset, while talking to customers in a high-volume, fast-paced, and sometimes stressful environment.
Requirements:
- Must have a customer-focus, service orientation and professional and courteous manner.
- Ability to work on simultaneous multiple cases effectively
- Solid problem solving/trouble shooting skills with strong attention to detail.
- Able to demonstrate personal ownership of all customers’ issues and follow through to obtain desired results.
- Skilled in determining why and how, what steps or procedures are required in problem resolution.
- Ability to learn University E-Learning software and applications.
- Ability to function in a fast-paced call center environment.
- Willingness and ability to work assigned shifts which may consist of weekends, holidays and evenings.
- Excellent communication skills, written and verbal, to transmit information accurately and understandably.
- Team player with adaptability to changes in workload, systems, and processes.
- The ability to multi-task, prioritize, and remain detail-oriented.
- Self-motivated, positive, and friendly demeanor; ability to remain calm and professional in all situations.
- Call center or technical support experience highly desirable.
- Must be able to pass pre-employment background check.
- Previous experience with University e-learning environments and software preferred but not required.
Benefits:
- Generous PTO starting at 20 business days per year
- 11.5 paid Holidays
- Tuition Benefits
- Ongoing professional development and growth
- Outstanding benefits and work perks
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