Tier 1 Support Specialist

Full Sail University•Winter Park, FL

6d•Onsite

About The Position

Tier 1 Support Specialists provide the first level of technical support to students that are encountering a variety of technical-related issues as they use their computers, the online platform, and course-related materials, and as they progress through their courses and education. Positions are located on and worked from campus in Winter Park, Florida.

Requirements

Bachelor’s degree and previous customer service and/or technical support experience required
Must have a working knowledge of the Apple operating system and Apple software
Familiarity with the Windows operating system and baseline level functions
Must be able to troubleshoot common computer issues (Internet connectivity, basic computer set-up, customization and preferences, software installation, various web browsers, etc.)
Ability to grasp technical details, learn quickly, retain many layers of information, and utilize new programs/tools
Excellent communication skills and effective listening skills
Professional and courteous demeanor that is service-orientated in nature
Ability to multi-task; handle a phone queue and log transactions in a ticketing system in a fast-paced setting
Quick learner and excellent problem solver
Must be comfortable communicating across different mediums

Nice To Haves

Working knowledge of other software is preferred (Microsoft Office suite, Adobe suite, etc.)

Responsibilities

Provide outstanding customer service and technical support to students during any interaction
Support the functionality and use of the learning management system online platform
Work professionally alongside other operational, technical, and education support teams to successfully assist students with presented issues in a timely manner
Focus on one-call resolution, but also route cases to the appropriate individuals when necessary, provide answers and solutions to customer’s calls, and monitor intake of client communications
Troubleshoot and research issues to identify root causes
Work independently and with leadership to prioritize tasks, interpret information, and apply decision making skills to involve the necessary resources and contacts to address the issues
Document all communication in order to determine next steps or to resolve student issues
Meet face-to-face with students to provide technical support when needed
Assist with company events, student events, and trainings
Create reference materials, tutorials, and assets that will help agents and students troubleshoot issues successfully
Work nights and weekends as required
Adhere to the policies and procedures of Full Sail University
Maintain strict confidentiality of company and personnel information
Demonstrate a strong commitment to the mission and values of the organization
Adhere to company attendance standards
Perform other duties as assigned