Technical Support Specialist

1 day ago


Lake Mary, Florida, United States Tech Providers Full time
Job Summary

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.
Requirements
  • 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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