Tier 1 Support

» Tier 1 Support
Information Technology
in Winter Park
, FL
Reference: 19-02869

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.)