Summary:
Tier 1 Support Specialists provide the first level of technical support to students that are encountering a variety of technical-related issues as they use their computers, the online platform, and course-related materials, and as they progress through their courses and education.
Essential Duties and Responsibilities:
- Provide outstanding customer service and technical support to students during any interaction (via phone, chat and some face to face)
- Support the functionality and use of the learning management system online platform
- Work professionally alongside other operational, technical, and education support teams to successfully assist students with presented issues in a timely manner
- Focus on one-call resolution, but also route cases to the appropriate individuals when necessary, provide answers and solutions to customer’s calls, and monitor intake of client communications
- Troubleshoot and research issues to identify root causes
- Work independently and with leadership to prioritize tasks, interpret information, and apply decision making skills to involve the necessary resources and contacts to address the issues
- Document all communication in order to determine next steps or to resolve student issues
- Meet face-to-face with students to provide technical support when needed
- Assist with company events, student events, and trainings
- Create reference materials, tutorials, and assets that will help agents and students troubleshoot issues successfully
- Work nights and weekends as required
Competencies:
- Ability to grasp technical details, learn quickly, retain many layers of information, and utilize new programs/tools
- Excellent communication skills and effective listening skills
- Professional and courteous demeanor that is service-orientated in nature
- Ability to multi-task; handle a phone queue and log transactions in a ticketing system in a fast-paced setting
- Quick learner and excellent problem solver
- Must be comfortable communicating across different mediums
Education and/or Experience:
- Bachelor’s degree (preferred)
Computer/Equipment Skills:
- Must have a working knowledge of the Apple operating system and Apple software
- Must have experience working in a call center providing tech support previously taking 20+ tickets a day (This team takes 30-80 tickets per day)
- Must be able to troubleshoot common computer issues (Internet connectivity, basic computer set-up, customization and preferences, software installation, various web browsers, etc.)
- Working knowledge of other software is preferred (Microsoft Office suite, Adobe suite, etc.)