Contact Center Specialist

Job Title: Contact Center Tech Rep IDuration: 03+ MonthsLocation: Remote (100%)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