Technical Support Specialist

Direct message the job poster from Net2

Source Inc.

Job Title:
Technical Support Specialist (Contact Center )

Duration: 6 months (Possible Extension)

Location: 100% Remote (USA)

Positions Available: 30

Training Schedules:

Training: Full Time Training (Monday-Friday) through July 4 (Will not be working on the holiday.)

Production Begins (Production Schedule will include weekends.): Saturday, July 5th

Full Time/Weekend Required Positions: This class will be recruiting full-time workers who have weekend availability (8hr/week). Must work weekends. Client is flexible but the candidates must be open to working weekends.

Job Description:

Technically competent candidates will be trained to understand and use the designated ticketing system, handle basic Tier-1 support and troubleshooting, such as password resets, printer configurations, break/fix instructions as well as student service support (inquires related to registration, admissions, payments…)

Position Duties Include:

• Answers, evaluates, and prioritizes incoming telephone, e-mail, and chat requests for assistance from users experiencing problems with hardware, software, networking, and other computer-related technologies, as well as Learning Management Software (LMS).
• Relying on resources as trained (knowledge base, websites, support channels).
• Answers, evaluates, and prioritizes incoming student service telephone inquiries and user requests:
• Admissions:
  Support includes application, placement test, withdrawal inquiries.
• Financial Aid: FAFSA (Free Application for Federal Student Aid), eligibility, disbursement, refund, loan/scholarship inquired.
• Handles problem recognition, research, isolation, resolution, and follow-up for routine user problems, referring more complex problems to Tier 2, Tier 3, supervisor, or other technical staff.
• Interviews user to collect information about problem and leads user through diagnostic procedures to determine source of error.
• Following call flow as trained (designed to assist in asking all required and basic probing questions).
• Logs and tracks all customer interactions using problem management software (ticketing system) and maintains thorough history records and related problem documentation.

Skills:

• Position Requirements Include:
• Ability to Build and Foster Customer Rapport
• Ability to Evaluate Customer Needs and Determine the Appropriate Options/Procedures
• Understands Quality and Performance Metrics and Resulting Impact to the Customer
• Proficient in Microsoft Operating Systems and Applications, Hardware/Software Support
• Previous Help Desk/Call Center Experience Beneficial
• Experience at Institutions of Higher Education Beneficial
• Learning Management System Experience Beneficial

• Seniority level
  
  Entry level

• Employment type
  
  Contract

• Job function
  
  Customer Service
• Industries Technology, Information and Media and IT System Custom Software Development

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