Technical Support Agent at TEKsystems Winter Park, FL

Job Description

Technical Support Agent role ter Park, FL.

• Provide first level technical assistance to end‑users and education affiliates (faculty members, students, staff, etc.) as they use computers, online platforms, and course‑related materials in a fast‑paced call‑center environment.
• Engage with end‑users through phone calls, tickets, emails, chat, and virtual or in‑person meetings to diagnose and resolve issues.
• Maintain a professional, empathetic, and positive tone in all communications.
• Gather information, multitask across systems and call‑center applications, and handle various media formats.
• Maintain a working knowledge of systems, sites, tools, and applications (e.g., Learning Management Systems, One, etc.) and assist with hardware/software installation.
• Aim for a "one call resolution" by analyzing problems to determine the quickest effective solution.
• Collaborate with operational, technical, and education support teams; route calls to appropriate groups when necessary and record detailed troubleshooting steps.
• Keep detailed records of daily interactions, installation activities, reported issues, and solutions.
• Work independently or as part of a team; communicate with the Leadership Team to prioritize tasks.
• Assist with company events, student events, and training sessions as required.
• Work flexible schedules and weekends; the department is open 7 days per week from 8 am EST to 3 am EST.
• Adhere to policies, safeguard confidential information, protect work equipment, and follow remote‑work guidelines (reliable internet, quiet workspace).
• Demonstrate commitment to the organization’s mission and values and maintain strict adherence to the work schedule.

• Service‑oriented customer interaction mindset.
• Excellent verbal and written communication skills.
• Effective listening, conversation skills, and a pleasant telephone manner.
• Ability to explain technical issues to both technical and non‑technical users.
• Strong analytical and creative problem‑solving skills.
• Quick learning, with the ability to grasp technical details and use new programs/tools.
• Typing speed of at least 40 words per minute with 95% accuracy.
• Multitasking ability in a fast‑paced call‑center environment.
• Comfortable communicating across phone, email, ticketing systems, chat, and virtual/in‑person meetings.
• Confidence in working with all users and navigating difficult conversations.

Department

Hours:

Sunday to Saturday, 8:00 am - 3:00 am EST. Agents typically work four ten‑hour shifts per week and have three days off. Expect one weekend day per week. New agents start on a late‑night shift (4:30 pm - 3:00 am) which may change later.

Hybrid call‑center position: primarily work from home with occasional on‑campus duties (new‑employee orientation, classroom training, events/team meetings, connectivity issues at home).

Local candidates only: prefer individuals living within an hour’s drive of campus (Orlando area).

Fast‑paced call‑center environment providing white glove customer service.

Support Full Sail University end‑users and education affiliates who experience technical issues while using computers, online platforms, and course‑related materials.