Lead Student Support Technician

Johnson County Community College•Overland Park, KS

7d•Onsite

About The Position

The Lead Student Support Technician assists in all parts of the Student Support Technician (SST) team initiative. This position will work directly with the Technical Support Center (TSC) Supervisor to provide effective guidance and direction to achieve team goals set for the Technical Support Center. The SST Lead serves as a liaison between the SST staff and TSC Leadership. Maintains an open communication culture in a positive team environment. Assist in the day-to-day operations of the SST team providing support and identifying training needs. Motivate student team members and encourage creativity assuring quality customer service and accurate ticket resolutions.

Requirements

Must be a JCCC student enrolled in at least 3 credit hours for the current or subsequent spring or fall semester.
Must have at least four months experience as a Student Support Technician.
Must be a Student Support Technician in good standing.

Nice To Haves

Customer support experience
Technical writing experience

Responsibilities

Assist with creating SST work schedules and providing backup for TSC remote/lab site coverage
Monitors TSC remote staff sites
Assist with auditing student TeamDynamix tickets for accuracy and callback status
Contributes to SST performance evaluation development and identification of SST training and coaching needs
Assist with creating the agenda for monthly student team meetings
Liaison and advocate between SST staff and TSC leadership
Serves as a student representative on the Knowledge Base Development team
Monitors TSC mailbox for student email support requests
Assists with day-to-day customer support requests and problem resolution/escalation needs.
Other duties as assigned.