Student Helpdesk Specialist

ANDREW WOMMACK MINISTRIES INC•Woodland Park, CO

42d•$18 - $18•Onsite

About The Position

The Student Helpdesk Specialist is a key member of the Student Helpdesk Team responsible for ensuring all student and guest requests are resolved in a timely and encouraging manner. This position serves as the main point of contact for all On Campus, US Extension and Online students regarding student systems and technical assistance. This position is 40 hours per week and requires daytime availability, Monday through Friday. Work from home is not available as this position is on-site only.

Requirements

Must have a personal relationship with Jesus Christ
Must sign the Statement of Faith
A high school diploma or equivalent education is required
A minimum of one year of administrative experience is required
A minimum of one year of customer service or Phone Center experience is required
Must be customer service-oriented and results-driven
Effective written and verbal communication skills
Must be a self-starter and able to work independently with little supervision
Demonstrated ability to work effectively as a team member or as an individual contributor
Maintain a professional, positive, and enthusiastic attitude during all aspects of the job
Excellent organizational and time management skills
Must be comfortable speaking on the phone, leading one-on-one conversations, using exceptional listening and problem-solving skills, with excellent phone etiquette skills
Ability to learn and confidently use multiple software programs and platforms, including SharePoint and Monday.com
Can comprehensively operate a Windows-based computer and all associated Microsoft Office programs (Word, Excel, Outlook, and PowerPoint)
Able to maintain a high level of professionalism and discretion in dealing with sensitive and confidential information
Must have strong interpersonal skills and diplomacy working with diverse cultures and ethnicities

Nice To Haves

A Charis Bible College graduate is preferred
Non-Day School student preferred
An associate's degree or equivalent education is a plus
Helpdesk experience is greatly preferred
Experience with SharePoint and Ticketing Systems is a plus
Experience with CRM software or contact management is a plus

Responsibilities

Handle inbound phone calls, emails, and other means of communication from students, staff, and guests, and ensure those requests are routed to the appropriate department and resolved in a timely manner
Demonstrate critical thinking abilities, to include deductive reasoning, with a strong capacity for retaining and applying learned knowledge
Create service tickets for service requests, proactively monitor aging requests, and communicate appropriately
Maintain a comprehensive understanding of the student handbook, reference guide, schedules, and special events
Maintain a comprehensive understanding of student-related needs
Directly resolve tickets that are within the parameters of Student Helpdesk training by providing technical support to include password reset requests, login issues, student systems and email issues, portal access, and general troubleshooting, etc.
Process payments on behalf of online students, such as tuition and other fees
Adhere to all healthy KPIs and parameters as established by the helpdesk team, including appropriate call times, service resolution times, scheduled availability, service-failure reporting, etc.
Identify service gaps and provide recommendations to the Student Helpdesk Supervisor based on data and direct feedback from students
Attend AWM and Charis events as directed to assist in student support efforts. These events may require weekend and evening work
Work with other Charis departments to ensure streamlined processes and effective, efficient workflows
Maintain a professional attitude and demeanor while working with students and guests and addressing concerns from difficult or upset customers
Provide encouragement and motivational support to students throughout their academic journey
Perform other duties as assigned by the Student Helpdesk Supervisor