Technical Support Specialist
2 days ago
GENERAL SUMMARY:
The Technical Support Specialist is responsible for assisting students and faculty with the online learning platform through exceptional customer service, product knowledge and support.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
- Troubleshoots and resolves student and faculty technical issues by phone, email and chat in a timely and professional manner
- Identifies and documents system issues requiring escalation to the engineering team
- Works closely across departments and serves as a product specialist informing others on known issues, training opportunities and student resolutions
- Creates and maintains user accounts; assists with course duplications and other administrative assignments
- Delivers training sessions to students, faculty and staff on the use and features of the system
- Creates and maintains relevant training and support documentation
- Works on related tasks and projects as assigned
QUALIFICATIONS:
- Experience using Google suite products, specifically Google Drive and Docs
- Strong computer, mobile and tablet functional and navigational skills
- Familiarity with Microsoft, Apple and Chrome operating systems
- A positive, customer centric attitude
- Strong communication and teamwork skills with a strong aptitude for identifying problems and areas of improvement
- Flexible to evolving responsibilities and a fluid work environment
- Ability to learn quickly, work independently and take ownership of tasks, processes and solutions
- Experience working in an educational environment a plus
- Ability to work evenings, weekends and holidays
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