Technical Support Specialist

The Technical Support Specialist provides telephone, e-mail, live chat and social media support to GCU Students regarding their issues with online classroom access. Team members are required to achieve call center activity targets (calls answered, wait time) as outlined in the department's operating guidelines.

SHIFT is 3PM -12AM

ESSENTIAL FUNCTIONS : Include, but are not limited to, the following :

• Handles Technical Support Calls, chats, emails, and social media requests regarding online classroom access from students.
• Assists Students with basic and advanced troubleshooting, ongoing issues, and provides assistance on classroom technology setup.
• Handles advanced issues related to browser troubleshooting for supported applications.
• Follows through and communicates with the user while working the problem to ensure successful and timely completion of the problem.
• Works with team members and other GCU departments on behalf of the customer to resolve issues.
• Consistently meets first contact resolution metrics.
• Works alternate shift hours as assigned to handle the call in / ticket requests.
• Prepares required documentation related to customer requests and resolution and adheres to proper documentation guidelines.
• Determine when to escalate issues to management level for assistance.
• Inform management of persistent and recurring issues
• Effortlessly engage with callers, actively listen, analyze, and isolate tech issues
• Comfortably navigate multiple applications to research solutions
• Multitask in systems while patiently providing step-by-step instructions
• Calmly provide conflict resolution
• Navigate frustrated customer situations
• Work independently with discipline in a virtual environment
• Work in a highly structured environment with strict adherence to your assigned full-time schedule taking high-volume inbound calls from customers.
• Work at a desk, wearing a wired headset, while talking to customers in a high-volume, fast-paced, and sometimes stressful environment

SUPERVISORY RESPONSIBILITIES : None

QUALIFICATIONS : The requirements listed below are representative of the knowledge, skills, and / or abilities required to successfully perform the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Knowledge, Skills and Abilities :

Education and / or Experience :

Physical Demands : The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The following physical demands are estimated by the amount of time spent. Usually, the amount of time spent will be estimated on a daily basis but depending on the position could be estimated on a weekly basis or a monthly basis.

Constantly : 60%+ or 5-8 hrs / shift Occasionally : 10%-25% or 1-2 hrs / shift

Frequently : 25%-60% or 4-5 hrs / shift Rarely :

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