Desktop Support/ Contact Center Tech Rep I
Job Title: Contact Center Tech Rep I
Location: 100% Remote role
Duration: 4 Months (Then higher possibility of extension)
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:
- Registrar: Support includes registration, class schedule adjustments, graduation, grades/transcripts, transfer credits, advising inquiries.
- Admissions: Support includes application, placement test, withdrawal inquiries.
- Bursar/Student Account: Support includes accounts, payments/payment plans, tuition/fees, billing 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.
- Prepares standard statistical reports, such as help desk incident reports.
- Adherence to schedules (published in the Workforce Management application).
- Reviewing often as trained as schedules change with business needs.
- Must Have:
- Excellent Customer Service Focus.
- Excellent Communication Skills.
- Strong Active Listening Skills.
- Ability to Build and Foster Customer Rapport.
- Astute Learner.
- Competent Trouble-shooting Skills.
- 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/Contact Center Experience Beneficial.
- Experience at Institutions of Higher Education Beneficial.
- Learning Management System Experience Beneficial.
- CompTIA Certification or other similar IT Certifications is a plus.
“We are an equal opportunity employer. It is our policy to provide employment, compensation, and other benefits related to employment without regard to race, color, religion, sex, gender, national or ethnic origin, disability, veteran status, age, genetic information, citizenship, or any other basis prohibited by applicable federal, state, or local law.”
Job Types: Contract, Temporary
Pay: $14.50 - $15.00 per hour
Work Location: Remote
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