Associate – Customer Support

This is a fully remote position, open to applicants in Kentucky.

📋 Description

• Respond to, assess, and prioritize incoming support requests via phone, email, and chat.

• Provide Tier-1 troubleshooting assistance for password resets, printer configurations, break/fix guidance, LMS access, and basic technical issues.

• Utilize knowledge bases, support channels, and trained resources to address user concerns effectively.

• Conduct user interviews to collect problem details and assist users through diagnostic processes.

• Identify, research, isolate, resolve, and follow up on routine issues.

• Escalate complex cases to Tier 2/3 or the relevant teams as needed.

• Offer student service support for registrar, admissions, bursar/student accounts, and financial aid inquiries.

• Adhere to established call flows to ensure thorough and accurate information collection.

• Record all interactions in the ticketing system and maintain comprehensive documentation.

• Produce standard reports such as Contact Center incident summaries.

• Comply with published Workforce Management schedules and adapt as business needs change.

⛳️ Requirements

• Previous experience in customer support, service desk, call center, or technical support roles is preferred.

• Familiarity with ticketing systems and problem management tools is essential.

• Basic knowledge of hardware, software, networking, and LMS platforms.

• Excellent communication skills, with the ability to guide users through troubleshooting processes.

• Capacity to prioritize tasks and handle multiple inquiries simultaneously.

• Comfortable addressing both technical support and student service-related queries.

• Strong attention to detail and accurate documentation practices.

• Ability to adhere to structured workflows, scripts, and diagnostic procedures.

• Dependability and commitment to schedule adherence.

• High School Diploma or Equivalent is required.

🏝️ Benefits

• Comprehensive health benefits package.

• Opportunities for professional development and training.

• Flexible work schedules to promote work-life balance.

• Supportive work environment that values collaboration and teamwork.