Technical Support Specialist

**Job Title: Contact Center Tech Rep 1** **Location: Remote USA** **Duration: 3 months\- Potential to extend** **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 **Position Open to Candidates Residing in U.S. Only:** * Eastern Time Zone. * Central Time Zone. * Mountain Time Zone. * Pacific Time Zone (California excluded). **Training Schedules:** * Monday – Friday, beginning June 8th, 2026\. * 9am Eastern Time – 4:30pm Eastern Time. * Full attendance mandatory. * 30\-minute lunch break per day (unpaid). * Two 15\-minute breaks per day (paid). * Training length 3\-weeks; Nesting 1\-week. * June 19 *th* will be a regular scheduled training day (For the batch starting June 8 *th* ) * July 4 *th* no training due to the Independence Day holiday. (For both batches) **Production Schedules:** * 24X7/365 Contact Center, weekend/holiday schedule expectations. * Start on July 6th, 2026\. * Five 8\-hour shifts (not including lunch break). * **Mandatory scheduled work\-days will range between Saturday \- Friday.** * **Schedules may vary from day to day based on business needs.** * **Consecutive days off cannot be guaranteed.** * **Schedules may be subject to change after being published, depending on operational needs.** * 40\-hour work week by default; there will be flexibility to reduce production hours if the agent requires less. * Some overtime will be scheduled during our Peak Periods. * 30\-minute lunch break per day (unpaid). * Client follows all state regulations regarding length of lunch periods, adjusting schedules accordingly. * Two 15\-minute breaks per day (paid). * **Upskilling to support additional customers will continue** **directly following training graduation, no exceptions.**