Tech Rep

Job Description

Job Description

Title : Help Desk / CSR

Location : REMOTE

Assignment : 6 / 10 / 24- 6 months (potential extension)

Training Hours : Monday- Friday : 9am-4 : 30pm EST for 3 weeks

Hours : Mid shift will start 12 noon or 1pm - 8-hour shift must work weekends. Will be off 2 days during the week.

Pay : $15.00 per hour PAID WEEKLY

Special details : Must pass background.

Must have own equipment / camera that can connect to a modem / router

• USB headset and camera
• Internet Service (cannot connect via WIFI)
• Run internet speed test at www.speedtest.net

Summary :

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 )

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).

oRelying on resources as trained (knowledge base, websites, support channels).

Answers, evaluates, and prioritizes incoming student service telephone inquiries and user requests :

oRegistrar : Support includes registration, class schedule adjustments, graduation, grades / transcripts, transfer credits, advising inquiries.

oAdmissions : Support includes application, placement test, withdrawal inquiries.

oBursar / Student Account : Support includes accounts, payments / payment plans, tuition / fees, billing inquiries.

oFinancial Aid : FAFSA (Free Application for Federal Student Aid), eligibility, disbursement, refund, loan / scholarship inquires.

• 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.

oFollowing 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).

oReviewing often as trained as schedules change with business needs.

8820

AppleOne is proud to be an Equal Opportunity Employer. We believe in people, and we are committed to working with people of all backgrounds and connecting them with clients and companies who share our goals of diversity and inclusiveness.

All qualified applicants will receive consideration for employment without regard to race, religion, ancestry, color, national origin, age, gender identity or expression, genetic information, marital status, medical condition, disability, protected veteran status, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable federal, state, or local laws.

The Know Your Rights poster is available here :

https : / / www.eeoc.gov / sites / default / files / 2023 -06 / 22- 088 EEOC KnowYourRights6.12.pdf

The pay transparency policy is available here :

https : / / www.dol.gov / sites / dolgov / files / ofccp / pdf / pay - transp %20English formattedESQA508c.pdf

For temporary assignments lasting 13 weeks or longer, the Company is pleased to offer major medical, dental, vision, 401k and any statutory sick pay where required.

We are committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation for any part of the employment process, please contact your staffing representative who will reach out to our HR team.

AppleOne participates in the E-Verify program in certain locations as required by law. Learn more about the E-Verify program.

https : / / e- verify.uscis.gov / web / media / resourcesContents / E - Verify Participation Poster ES.pdf

Company Description

Founder and CEO, Janice Bryant Howroyd, is a North Carolina native who left her hometown in 1976 armed with $1500. Since then, she has dedicated her efforts to building an organization that is committed to keeping the humanity in Human Resources and Strategic, Inclusive Procurement.

Mrs. Howroyd’s commitment to excellence has grown ActOne Group to 33 countries, with over 17,000 clients and more than 2,800 employees.

The largest woman-minority-owned workforce management company founded in the US, ActOne Group professionals bring expertise in delivering corporate HR initiatives to local and global markets.

Mrs. Howroyd was selected by former President Barack Obama to serve as a White House appointee and continues to serve under the current administration as an Ambassador of Energy.

Mrs. Howroyd gives generously through funding and advocacy for STEM education, particularly for women and minorities.

Mrs. Howroyd leads her teams to build business success based on the ability to connect great companies with outstanding talent.

Her passion for education, mentorship, and self-empowerment initiatives have earned her many professional and philanthropic recognitions.

She is a sought after speaker and media subject matter expert in her fields. Her book, The Art of Work : How to Make Work, Work for You, is available on Amazon.com.

Company Description

Founder and CEO, Janice Bryant Howroyd, is a North Carolina native who left her hometown in 1976 armed with $1500. Since then, she has dedicated her efforts to building an organization that is committed to keeping the humanity in Human Resources and Strategic, Inclusive Procurement.

r n r nMrs. Howroyd’s commitment to excellence has grown ActOne Group to 33 countries, with over 17,000 clients and more than 2,800 employees.

The largest woman-minority-owned workforce management company founded in the US, ActOne Group professionals bring expertise in delivering corporate HR initiatives to local and global markets.

r n r nMrs. Howroyd was selected by former President Barack Obama to serve as a White House appointee and continues to serve under the current administration as an Ambassador of Energy.

Mrs. Howroyd gives generously through funding and advocacy for STEM education, particularly for women and minorities. r n r nMrs.

Howroyd leads her teams to build business success based on the ability to connect great companies with outstanding talent.

Her passion for education, mentorship, and self-empowerment initiatives have earned her many professional and philanthropic recognitions.

She is a sought after speaker and media subject matter expert in her fields. Her book, The Art of Work : How to Make Work, Work for You, is available on Amazon.com.