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

📋 Description

• Address and resolve inquiries from students and faculty in a dynamic call and web-based operations center.

• Educate users and troubleshoot technical support issues related to usernames/passwords, software, hardware, and university platform tools.

• Identify and analyze incidents, while documenting and gathering relevant information for logging, tracking, and escalation purposes.

• Complete comprehensive summary forms for issues that require escalation to higher levels within the technology department.

• Achieve productivity targets including contacts per hour, caller satisfaction, and first-call resolution rates.

• Address multiple concerns during a single call and probe effectively to mitigate further inquiries from students and faculty.

• Provide assistance to internal departments such as Admissions, Education Advising, Financial Aid, Career Services, and Student Relations.

• Manage inquiries through phone, chat, and email channels.

• Perform additional responsibilities as assigned by the Technical Support Manager, Supervisor, Team Leads, or senior staff.

⛳️ Requirements

• High School Diploma required.

• Minimum of 1 year of related experience.

• Previous experience in an inbound technical support setting.

• Proficiency in Microsoft Office programs, Windows OS, and various web browsers, with the ability to learn other business-related applications as necessary.

• Excellent customer service skills.

• Capability to communicate precise technical information and solutions through various channels to a diverse customer base and resolve issues on the first contact.

🏝️ Benefits

• Remote work options allow for a flexible work/life balance.

• Comprehensive Retirement Package with automatic enrollment in The Company Contribution Plan (8-10% annual company contribution based on tenure).

• Tuition assistance and significant discounts for employees and their immediate family members.

• Extensive health benefits with eligibility starting on day 1 of employment.

• Generous Paid Time Off policy, which includes paid holidays, vacation, personal days, sick leave, one volunteer day, and one diversity and inclusion day.