Technical Support Specialist

GENERAL

SUMMARY:

The Technical Support Specialist is responsible for assisting students and faculty with the online learning platform through exceptional customer service, product knowledge and support.

• Troubleshoots and resolves student and faculty technical issues by phone, email and chat in a timely and professional manner
• Identifies and documents system issues requiring escalation to the engineering team
• Works closely across departments and serves as a product specialist informing others on known issues, training opportunities and student resolutions
• Creates and maintains user accounts; assists with course duplications and other administrative assignments
• Delivers training sessions to students, faculty and staff on the use and features of the system
• Creates and maintains relevant training and support documentation
• Works on related tasks and projects as assigned

• Experience using Google suite products, specifically Google Drive and Docs
• Strong computer, mobile and tablet functional and navigational skills
• Familiarity with Microsoft, Apple and Chrome operating systems
• A positive, customer centric attitude
• Strong communication and teamwork skills with a strong aptitude for identifying problems and areas of improvement
• Flexible to evolving responsibilities and a fluid work environment
• Ability to learn quickly, work independently and take ownership of tasks, processes and solutions
• Experience working in an educational environment a plus
• Ability to work evenings, weekends and holidays