Technical Support Specialist

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

QUALIFICATIONS: 

The requirements listed below are representative of the knowledge, skills, and/or abilities required to successfully perform the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

KNOWLEDGE, SKILLS, & ABILITIES:

• 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.

EDUCATION & EXPERIENCE:

• Call center or technical support experience highly desirable. 

• Must be able to pass pre employment background check.

• Previous experience with University e-learning environments and software preferred but not required.

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