Help Desk Support Specialist

Interviews are anticipated to begin in October 2024

Pay Rate : $15.00 / hr

Contract : ongoing contract

Location : Remote within the Continental United States

Summary :

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 )

Responsibilities :

• 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 for the following departments :
• 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 inquiry.
• 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.
• Interview 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.

Experience

• Previous Help Desk / Contact Center Experience required
• CompTIA Certification or other similar IT Certifications preferred
• Excellent Customer Service Focus.
• Excellent Communication Skills.
• Strong Active Listening 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.
• Experience at Institutions of Higher Education Beneficial.
• Learning Management System Experience Beneficial.

Remote Work environment and Equipment expectations :

• Access to a consistent high-speed internet connection (25 Mbps or higher) without data caps that will impede training or adhering to schedules.
• Quiet and dedicated place to take phone calls without interruptions from children, family members, barking dogs etc. (Should be on Camera during training, coaching meetings, internal calls)
• Own a desktop or laptop device with operating system Windows 10 or higher. No Chromebooks or Macs allowed. During training week 1, all candidates will be required to use their own equipment including webcam.

Following provided directions, candidates are required to download and install a file, on their personal desktop / laptop, allowing access to the Contact Center’s cloud solution platform.

• Candidates are required to download and install MFA software, on their personal mobile device, to provide secondary authentication to Ellucian VPN.
• Required to always be on camera during interview, training, and internal meetings.
• Full-mandatory training class attendance.
• Confirmed availability for post-training schedules.
• Schedule will require both Saturday and Sunday with two days off during the week
13 days ago