Technical Support specialist
5 days ago
Technical Support specialist for a top Orlando client
FULLY REMOTE-Must live within Orlando. First day is onsite
Looking for Bilingual-Spanish/English Speakers
Pay 16/hour
Duration
6 Month(s) contract to hire
shift which is 4:30pm - 3:00am in the beginning
Department Hours: Sunday - Saturday 8:00am - 3:00am EST
o Our agents typically work four (4) ten hour shifts each week and have three days off.
o Candidates should also expect to work one weekend day each week.
o New agents will be assigned the \"late night\" shift which is 4:30pm - 3:00am in the beginning. Shift can change later in the contract.
Req Description
Description
- Job Responsibilities Summary:
Technical Support Tier 1 Support Specialists are responsible for providing first level technical assistance to all End-Users and Affiliates (i.e., Faculty Members, Students, and Staff Members, etc.) who are experiencing a variety of technical-related issues as they use their computers, online platforms, and course related materials. This is an entry level position within a fast-paced call center environment.
- Essential Job Functions
- Tier 1 Support Specialists will engage with End-Users on behalf of our Information Media & Technology Department by answering phone calls, responding to cases/tickets, emails, chat messages, etc. Tier 1 Support Specialists also meet with End-Users virtually or in person to provide assistance when necessary.
- Provide outstanding customer service by maintaining a polite, professional, optimistic, empathetic, and professional tone at all times (this includes, but is not limited to, calls & digital communications, etc.)
- Must be able to communicate effectively, ask appropriate questions to gather information, multitask across various systems, call center applications, and handle a variety of media and content formats.
- Responsible for maintaining a working knowledge of systems, sites, tools, applications and resources (i.e., Learning Management Systems, One, etc.) and feel comfortable helping with hardware/software installation, etc.
- Must always aim to provide a “one call resolution” where possible by analyzing problems in order to determine the quickest and most effective ways to address an end-users concerns.
- Collaborate with other operational, technical, and education support teams to successfully assist with presented issues in a timely manner. Tier 1 Support Specialists must route calls/cases to the appropriate individuals/groups when necessary and must provide a detailed account of the issue(s) being presented (being sure to include any pertinent information about troubleshooting steps taken, etc.)
- Maintain detailed records of daily interactions, installation activities, reported issues, completed solutions, etc. and be able to conduct effective trouble shooting for common computer issues (Internet connectivity, basic computer setup, customization and preferences, software installation, various web browsers, etc..
- Must be able to work both independently and as part of a team. Communicating with our Leadership Team to understand how to effectively prioritize tasks, etc.
- The Technical Support Team may assist with company events, student events, and trainings, etc.
- All Applicants must be able to work flexible schedules and weekends as our Technical Support Department is open 7 days per week from 8am EST - 3am EST (Sunday - Saturday). We offer both Full Time (40 hours per week) and Part Time (20 hours per week) positions.
- Adhere to the policies and procedures as outlined by and the Technical Support Team.
- Take precautions to safeguard confidential personnel and company information.
- Take precautions to protect issued Work Equipment.
- If working remotely, employees must have access to reliable secure internet. We recommend a minimum of 50 to 100 Mbps download speeds for working from home, and at least 10 Mbps upload speeds.
- When working remotely, the Tech Support Agent must have a quiet and private place to work from (safeguarding against noise and distractions).
- Demonstrate a strong commitment to the mission and values of the organization.
- Maintain strict adherence to their work schedule.
- 80% Mac environment, 20% Windows (Training will be provided for both)
- Perform all duties as outlined as well as others that may be assigned by the Technical Support Leadership Team. (The Technical Support Leadership Team reserves the right to restructure responsibilities as necessary to ensure that organizational needs are met).
• Competencies
o Approach customer interactions with a service-oriented mindset (demonstrating care).
o Excellent verbal and written communication skills (grammar/professionalism, etc.)
o Excellent interpersonal and customer service skills (effective listening skills, conversation skills, etc.)
o Professional and pleasant telephone manner. (tone and candor, etc.)
o The ability to explain technical issues to both technical and non-technical team members or end-users.
o Strong analytical and creative problem-solving skills.
o Ability to grasp technical details, learn quickly, retain many layers of information, and utilize new programs/tools, etc.
o Ability to type an average of 40 or more words per minute with a 95% average for accuracy.
o Ability to multitask; respond to callers whilst creating detailed records outlining the situation, creating cases/tickets, etc. in a fast-paced call center environment.
o Must be comfortable communicating across different mediums such as phone calls, emails, ticketing systems, chat messages, virtual & in-person meetings, etc.
o Must be comfortable and confident working with all types of end-users and navigating difficult conversations.
Job Title
technical support agent
Top Skills Details
1. Tier I Support Experience (First level of technical assistance) \*1 - 3 years of experience\*
2. Excellent Customer Service
3. Excellent Communication Skills/Problem Solver (Gather info, multitask with various systems, call center applications, e-mail and other media content)
4. Have a positive attitude/energy and truly enjoys helping people
\*\*\*Candidate will work mostly remote, while having to come onsite once in a while. MUST live in the Orlando area\*\*\*
Worksite Address
,Winter Park,Florida,United States,32792-7435
Client will provide laptop, monitor and headset.
\*\*\*Minimum connectivity speed: 100 MBPS download speed and 10 MBPS upload speed to work with Full Sail systems.\*\*\*
Drug Test Required
false
Experience Level
Entry Level
External Communities Job Description
Technical Support Tier 1 Support Specialists are responsible for providing first level technical assistance to all End-Users and Education Affiliates (i.e., Faculty Members, Students, and Staff Members, etc.) who are experiencing a variety of technical-related issues as they use their computers, online platforms, and course related materials. This is an entry level position within a fast-paced call center environment.
EVP
is very collaborative, and each member of the team no matter their tenure has an impact on the work being done. is very committed to the overall mission of Higher Education by serving students to be able to unleash their full potential in non-traditional degree areas. This is an agile environment, and is a highly collaborative workplace with a great culture.
People from around the world come to pursue their educational goals, and they share one thing in common – a passion for a creative future in the entertainment and media industry. mission is to provide students with an innovative style of education, delivered by a staff of dedicated individuals, that addresses potential career opportunities available in an ever-growing, constantly evolving industry. They do this by developing unique curricula that combine elements of creativity, art, business and life skills, technical prowess, and academic achievement. Their education is delivered via immersive teaching methods, both in real-world production studios and classrooms, as well as through our online learning environment. Every one of their degree programs is designed to provide students with knowledge and real-world experience that will help them realize their career goals in the entertainment and media industry.
Work Environment
Fast pace/call-center environment providing white glove customer service.
Additional Skills & Qualifications
Department Hours: Sunday - Saturday 8:00am - 3:00am EST
o Our agents typically work four (4) ten hour shifts each week and have three days off.
o Candidates should also expect to work one weekend day each week.
o New agents will be assigned the \"late night\" shift which is 4:30pm - 3:00am in the beginning. Shift can change later in the contract.
• Hybrid Call Center Style Position: Our Agents primarily work from home, however they must have the ability to work on campus when the need arises. Some examples of why/when they would be called to work on campus include:
o New Employee Orientation
o New Hire Classroom Training
o Events/Team Meetings, etc.
o Connectivity Issues at Home
• Local Candidates Only: Please be advised that we only consider local candidates (Orlando area). They prefer individuals that live within an hour’s drive from campus. \*\*\*Basic training is on campus (in person) and there could be some team meetings that require them to come in.\*\*\*
Business Qualification
Impact to the Internal/External Customer
Interview Information
Two Step Interview Process:
1. Panel Interview with Hiring Manager + Supervisor
2. Assessment (2 Phases) \*At a later date\*
\*1st Phase\* Self-pace assessment that has questions on Customer Service and testing technical skills)
\*2nd Phase\* Role play (Act like a Support Agent)
\*\*\*1-2 hours to complete\*\*\*
Why is Position Open?
Business Challenge
This Agent will be supporting s (i.e., Faculty Members, Students, and Staff Members, etc.) who are experiencing a variety of technical-related issues as they use their computers, online platforms, and course related materials.
-
Technical Support Specialist
5 days ago
Orlando, Florida, United States 4 Corner Resources Full timeTechnical Support Specialist Job Description **Job Summary:** 4 Corner Resources is seeking a skilled Technical Support Specialist to join our team. As a Technical Support Specialist, you will be responsible for providing technical assistance to clients, troubleshooting issues, and ensuring the smooth operation of computer systems. **Key...
-
Technical Support Specialist
2 weeks ago
Orlando, Florida, United States TEKsystems Full timeJob DescriptionJob Title: Technical Support SpecialistJob Summary:We are seeking a highly skilled Technical Support Specialist to join our team at TEKsystems. As a Technical Support Specialist, you will be responsible for providing first-level technical assistance to our clients and their end-users who are experiencing technical-related issues.Key...
-
Technical Support Specialist
1 week ago
Orlando, United States 4 Corner Resources Full time4 Corner Resources is looking for Technical Support Specialists. This is a contracted position with the main responsibilities of studying technical applications, ensuring proper operations, making recommendations, and supporting users to maximize computer system capabilities of end users. This role is onsite in the Orlando FL area! Technical Support...
-
Technical Support Specialist
2 weeks ago
Orlando, United States 4 Corner Resources Full time4 Corner Resources is looking for Technical Support Specialists. This is a contracted position with the main responsibilities of studying technical applications, ensuring proper operations, making recommendations, and supporting users to maximize computer system capabilities of end users. This role is onsite in the Orlando FL area! Technical Support...
-
Technical Support Specialist
2 weeks ago
Orlando, Florida, United States OneRail Full timeJob SummaryWe are seeking a highly skilled Technical Support Specialist to join our team at OneRail, a leading logistics technology company. As a Technical Support Specialist, you will be responsible for providing exceptional customer support and resolving technical issues in a timely and accurate manner.Key ResponsibilitiesProvide technical support to...
-
Technical Support Specialist
3 weeks ago
Orlando, Florida, United States eTeam Full time**Job Summary:**We are seeking a highly skilled Technical Support Specialist to join our team at eTeam. As a Technical Support Specialist, you will be responsible for providing technical support to our customers, troubleshooting complex technical issues, and resolving technical cases.Key Responsibilities:Provide technical support to customers via phone,...
-
Technical Support Specialist
2 weeks ago
Orlando, Florida, United States 4 Corner Resources Full timeJob Summary:4 Corner Resources is seeking a skilled Technical Support Specialist to join our team. As a Technical Support Specialist, you will play a critical role in ensuring the smooth operation of our computer systems and providing top-notch support to our clients.Key Responsibilities:Provide timely and effective support to clients via phone, email, and...
-
Technical Support Specialist
1 day ago
Orlando, Florida, United States 4 Corner Resources Full time4 Corner Resources is seeking a skilled Technical Support Specialist to join our team. As a Technical Support Specialist, you will play a critical role in ensuring the smooth operation of our computer systems and providing exceptional support to our clients.Key Responsibilities:Provide technical assistance to clients via phone, tickets, and help desk...
-
Technical Support Specialist
3 weeks ago
Orlando, Florida, United States Tri-Tech Electronics, Inc. Full timePosition: Technical Support SpecialistDepartment: ITSchedule: Monday - ThursdayTime: 6:00 am - 4:30 pmPosition Overview: The Technical Support Specialist is integral to maintaining our organization's technological framework. This role is responsible for overseeing the installation of hardware and software, troubleshooting issues, and resolving technical...
-
Technical Support Specialist
4 weeks ago
Orlando, Florida, United States TEKsystems Full timeNetwork Operations Specialist at TEKsystemsOverview:As a Network Operations Specialist, you will play a crucial role in ensuring the seamless operation of our clients' networking systems. Your primary responsibility will be to manage and resolve technical issues while providing exceptional service to business clients.Key Responsibilities:Handle an average of...
-
Technical Support Specialist
3 weeks ago
Orlando, Florida, United States Stellar MLS Full timeJob OverviewStellar MLS is recognized as a leading workplace in the industry.We are on the lookout for dedicated individuals who are proactive, results-oriented, and ready to contribute to our dynamic team of skilled professionals.Employee Benefits: We provide a robust benefits package that includes medical, dental, short and long-term disability, life...
-
Technical Support Specialist
2 weeks ago
Orlando, Florida, United States Qwalifize LLC Full timeJob OverviewWe are seeking a highly skilled and experienced Technical Support Specialist to join our dynamic team at Qwalifize LLC. As a pivotal member of our Service Center, you will be responsible for driving the seamless operations of our cutting-edge ISS applications, hardware, network, and telephony systems.Key Responsibilities:Provides service and...
-
Technical Support Specialist
4 weeks ago
Orlando, Florida, United States TEKsystems Full timeJob OverviewContract Duration: 3-6 monthsStart Date: ImmediatePosition SummaryTEKsystems is seeking a highly skilled Technical Support Specialist to enhance our dynamic and fast-paced environment. This role is crucial for maintaining our technical infrastructure and ensuring that end users operate smoothly. We value dedicated, knowledgeable, and technically...
-
Lead Technical Support Specialist
3 weeks ago
Orlando, Florida, United States ServiceNow Full timeJob OverviewCompany OverviewAt ServiceNow, we harness technology to create a seamless experience for everyone, and our dedicated team makes it all possible. We operate swiftly because the world demands it, and we innovate uniquely for our clients and communities. By joining ServiceNow, you become part of a dynamic team of innovators who possess a relentless...
-
Technical Support Specialist II
2 weeks ago
Orlando, Florida, United States CrossLink Professional Tax Solutions Full time**Job Summary**CrossLink Professional Tax Solutions is seeking a highly skilled Technical Support Specialist II to join our team. As a Technical Support Specialist II, you will be the main contact for customers to provide technical support and service for our products.**Key Responsibilities:**Provide technical support and service to customers via various...
-
Technical Support Specialist II
2 weeks ago
Orlando, Florida, United States CrossLink Professional Tax Solutions Full time**Job Summary**CrossLink Professional Tax Solutions is seeking a highly skilled Technical Support Specialist II to join our team. As a Technical Support Specialist II, you will be the main contact for customers to provide technical support and service for our products.**Key Responsibilities:**Provide technical support and service to customers via various...
-
Technical Support Specialist
4 weeks ago
Orlando, Florida, United States Atlantic Full timeJoin Atlantic.NetAs a leading provider in Cloud Services, Atlantic.Net has been dedicated to delivering exceptional business hosting solutions since our inception in 1994. Our expertise encompasses Public Cloud, Private Cloud, Managed Services, Colocation, and Dedicated Servers, all supported by our certified data centers and cloud infrastructure across...
-
Technical Support Specialist
1 week ago
Orlando, United States Insight Global Full timeA client in the Orlando area is looking for a Technical System Support Specialist that will be providing technical assistance and support related to computer systems, hardware, and software. Their key duties include diagnosing and troubleshooting software and hardware issues, responding to customer queries via phone, email, or messaging platforms, running...
-
Technical Support Specialist
1 week ago
Orlando, United States Insight Global Full timeA client in the Orlando area is looking for a Technical System Support Specialist that will be providing technical assistance and support related to computer systems, hardware, and software. Their key duties include diagnosing and troubleshooting software and hardware issues, responding to customer queries via phone, email, or messaging platforms, running...
-
Technical Support Specialist
1 week ago
Orlando, Florida, United States OneBlood Full timeJob DescriptionJob Title: Technical Support SpecialistJob Summary:We are seeking a highly skilled Technical Support Specialist to join our team at OneBlood. As a Technical Support Specialist, you will be responsible for providing technical and functional support to management in the design, architecture, installation, configuration, performance, monitoring,...