Tech Support Rep I

Our client has worked with higher education institutions around the world to provide solutions to their toughest problems for over 50 year. They provide support to simplify everyday tasks and access to essential information to better engage students, alumni, faculty and staff members all across the globe. They have built a culture around their employees, by empowering team members, they've exceed customers' expectations.

If you are searching for an opportunity that you can turn into a career, and are willing to add to the foundation of an already steady business, then please apply below!

We look forward to reviewing your resume!

Position:Tech Support Rep I
Location: Lake Mary
Pay:$15/hr
Technically competent candidates will be trained to understand and use the designated ticketing system, handle basic Tier-1 support and troubleshooting, such as password resets, printer configurations, break/fix instructions as well as student service support (inquires related to registration, admissions, payments)

Position Duties Include:

• Answers, evaluates, and prioritizes incoming telephone, e-mail, and chat requests for assistance from users experiencing problems with hardware, software, networking, and other computer-related technologies, as well as Learning Management Software (LMS). Relying on resources as trained (knowledge base, websites, support channels).
• Answers, evaluates, and prioritizes incoming student service telephone inquiries and user requests
• Admissions: Support includes application, placement test, withdrawal inquiries.
• Handles problem recognition, research, isolation, resolution, and follow-up for routine user problems, referring more complex problems to Tier 2, Tier 3, supervisor, or other technical staff.
• Prepares standard statistical reports, such as help desk incident reports.

Position Requirements Include:

• 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

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