Technical Support Specialist

Grand Canyon Education•Phoenix, AZ

About The Position

The Technical Support Specialist provides telephone, e-mail, live chat and social media support to GCU Students regarding their issues with online classroom access. Team members are required to achieve call center activity targets (calls answered, wait time) as outlined in the department’s operating guidelines. SHIFT is 3PM -12AM ESSENTIAL FUNCTIONS: Include, but are not limited to, the following: 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.

Nice To Haves

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