Technical Support Representative

**Job Title: Contact Center Tech Rep I** **Location: Remote (100%)** **Duration : 3 months (possible extension)** Note: Only W2 Candidates **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 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. * 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 schedules change with business needs. * **Position Requirements Include:** 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/Call Center Experience Beneficial * Experience at Institutions of Higher Education Beneficial * Learning Management System Experience Beneficial * Comp TIA Certification/s Beneficial