On-Campus Student Helpdesk Specialist

Job Details Level: Entry Job Location: Charis Bible College Colorado - Woodland Park, CO 80863 Position Type: Full Time Education Level: High School Salary Range: $ $17.50 Hourly Travel Percentage: None Job Shift: Day Job Category: Education

Position Purpose:

The On-Campus Student Helpdesk Specialist is a key member of the Student Helpdesk Team responsible for ensuring all student and guest requests are resolved in a timely manner.

Due to the operating hours of the Helpdesk, day school students will not be considered.

Essential Duties:

• Handle inbound phone calls, emails, and other means of communication from students, staff, and guests, and ensure those requests are routed to the appropriate department and resolved in a timely manner.
• Create service tickets for service requests, proactively monitor aging requests, and communicate appropriately.
• Maintain a comprehensive understanding of Charis' student-related needs and how best to resolve them, including information about the student handbook, reference guide, schedules, and special events.
• Directly resolve tickets that are within the parameters of Student Helpdesk training.
• Adhere to all healthy KPIs and parameters as established by the helpdesk team, including appropriate call times, service resolution times, scheduled availability, service-failure reporting, etc.
• Identify gaps in the SharePoint Charis Knowledge Base online tool and make recommendations based on direct feedback from students.
• Identify major service gaps and make recommendations to the On-Campus Student Helpdesk Supervisor.
• Collaborate with other departments and teams to ensure workflows maintain effectiveness and efficiency.
• Attend AWM and Charis events as directed to assist in student support efforts. These events may require weekend and evening work.
• Work with the Registrar and Admissions departments to ensure a streamlined student registration process.
• Troubleshoot student issues around student systems, including login, email, D2L, and portal access.
• Maintain a professional attitude and demeanor at all times while working with students and guests.
• Perform other duties as assigned by the supervisor

Qualifications

Knowledge, Skills, and Abilities:

• Must be customer service-oriented and results-driven.
• Effective written and verbal communication skills.
• Must be a self-starter and able to work independently with little supervision.
• Demonstrated ability to work effectively as a team member or as an individual contributor.
• Maintain a professional, positive, and enthusiastic attitude during all aspects of the job.
• Excellent organizational and time management skills.
• Must be comfortable speaking on the phone, leading one-on-one conversations, using exceptional listening and problem-solving skills, with excellent phone etiquette skills.
• Ability to learn and confidently use multiple software programs and platforms, including SharePoint and
• Can comprehensively operate a Windows-based computer and all associated Microsoft Office programs (Word, Excel, Outlook, and PowerPoint)
• Able to maintain a high level of professionalism and discretion in dealing with sensitive and confidential information.
• Must have strong interpersonal skills and diplomacy working with diverse cultures and ethnicities.

Requirements:

• Must have a personal relationship with Jesus Christ.
• Must sign the Statement of Faith.
• A high school diploma or equivalent education is required.
• Charis Bible College graduate is preferred.
• An associate's degree or equivalent education is a plus.    
• Must pass all required checks.     

Experience:

• A minimum of one year of administrative experience is required.
• A minimum of one year of customer service or Phone Center experience is required.
• Helpdesk experience is greatly preferred.
• Experience with SharePoint and Ticketing Systems is a plus.
• Experience with CRM software or contact management is a plus.
• Compensation is commensurate with experience.

We offer a comprehensive benefits package for full-time employees to include the following: Medical, Dental, Vision, Paid Time Off (PTO), Paid Holidays per year (10), Flexible Spending Account (FSA)-Medical/Dependent Care, Health Savings Account (HSA), Voluntary Life and AD&D, Short Term Disability, Long Term Disability, 403(b) Retirement Plan, Life Assistance Program, Accident/Hospital, ID Shield/Legal Shield and Telehealth 

About Us: Andrew Wommack Ministries (AWM) is a teaching ministry of unconditional love and the balance between grace and faith. For over forty years, Andrew and Jamie have been teaching the truth of the Gospel to the body of Christ by teaching at seminars, in churches, on radio and television, by training others at Charis Bible College, and by developing ministry materials designed to help you in your relationship with the Lord. We are a family here at AWM, we like to have fun, and we love Jesus. You will find that our culture reflects just that. Our core values demonstrate that we serve God's people with Excellence, Faithfulness, and Integrity.

Are you interested in helping Andrew fulfill his vision to reach as far and as deep with the Gospel as possible?

If so, we are looking for someone faithful, available, willing to learn; and passionate about taking the Gospel Truth to the world.

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