Technical Support Specialist
1 day ago
We are seeking a highly skilled Technical Support Specialist to join our team at Tech Providers. As a Technical Support Specialist, you will be responsible for providing exceptional customer service and technical support to our clients.
Key Responsibilities- Technical Support: Provide technical support to clients via phone, email, and chat, resolving issues related to hardware, software, networking, and other computer-related technologies.
- Customer Service: Respond to customer inquiries and provide assistance with student service-related issues, including registration, class schedule adjustments, graduation, grades/transcripts, transfer credits, advising inquiries, application, placement test, withdrawal inquiries, accounts, payments/payment plans, tuition/fees, billing inquiries, FAFSA, eligibility, disbursement, refund, loan/scholarship inquires.
- Problem Resolution: Identify, research, and resolve routine user problems, referring more complex issues to Tier 2, Tier 3, supervisor, or other technical staff.
- Documentation: Log and track all customer interactions using problem management software and maintain thorough history records and related problem documentation.
- Reporting: Prepare standard statistical reports, such as help desk incident reports.
- 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
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