Technical Support Specialist

Grand Canyon Education•Phoenix, AZ

1d•Onsite

About The Position

Grand Canyon University is seeking a customer‑focused and tech‑savvy Technical Support Specialist to provide exceptional support to students accessing their online classroom environment. This role is essential in ensuring that students receive timely, accurate, and solution‑oriented assistance through phone, email, live chat, and social media channels. The Technical Support Specialist plays a key part in supporting student success by troubleshooting technical issues, guiding users through system navigation, and delivering a positive and professional support experience. This position requires strong communication skills, the ability to work efficiently in a high‑volume call center environment, and a commitment to delivering service that reflects GCU’s mission and student‑centered values. The Specialist will collaborate with internal teams to resolve complex issues, maintain detailed documentation, and consistently meet performance and quality standards. This role supports students during the 3PM 12AM shift and requires adaptability, patience, and a desire to help learners overcome technical barriers.

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.
Must be able to pass pre employment background check.

Nice To Haves

Call center or technical support experience highly desirable.
Previous experience with University e-learning environments and software preferred but not required.

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