Technical Support Specialist

The Technical Support Specialist provides telephone, e-mail, live chat and social media support to GCU Students regarding their issues with online classroom access. Team members are required to achieve call center activity targets (calls answered, wait time) as outlined in the department’s operating guidelines.

SHIFT is 3PM -12AM

ESSENTIAL FUNCTIONS:   Include, but are not limited to, the following:

• Handles Technical Support Calls, chats, emails, and social media requests regarding online classroom access from students.
• Assists Students with basic and advanced troubleshooting, ongoing issues, and provides assistance on classroom technology setup.
• Handles advanced issues related to browser troubleshooting for supported applications.
• Follows through and communicates with the user while working the problem to ensure successful and timely completion of the problem.
• Works with team members and other GCU departments on behalf of the customer to resolve issues.
• Consistently meets first contact resolution metrics.
• Works alternate shift hours as assigned to handle the call in/ticket requests.
• Prepares required documentation related to customer requests and resolution and adheres to proper documentation guidelines.
• Determine when to escalate issues to management level for assistance.
• Inform management of persistent and recurring issues
• Effortlessly engage with callers, actively listen, analyze, and isolate tech issues
• Comfortably navigate multiple applications to research solutions
• Multitask in systems while patiently providing step-by-step instructions
• Calmly provide conflict resolution
• Navigate frustrated customer situations
• Work independently with discipline in a virtual environment
• Work in a highly structured environment with strict adherence to your assigned full-time schedule taking high-volume inbound calls from customers.
• Work at a desk, wearing a wired headset, while talking to customers in a high-volume, fast-paced, and sometimes stressful environment

SUPERVISORY RESPONSIBILITIES:  None

QUALIFICATIONS:  The requirements listed below are representative of the knowledge, skills, and/or abilities required to successfully perform the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

Knowledge, Skills and Abilities:

• Must have a customer-focus, service orientation and professional and courteous manner.
• Ability to work on simultaneous multiple cases effectively
• Solid problem solving/trouble shooting skills with strong attention to detail.
• Able to demonstrate personal ownership of all customers’ issues and follow through to obtain desired results
• Skilled in determining why and how, what steps or procedures are required in problem resolution.
• Ability to learn University E-Learning software and applications.
• Ability to function in a fast-paced call center environment
• Willingness and ability to work assigned shifts which may consist of weekends, holidays and evenings.
• Excellent communication skills, written and verbal, to transmit information accurately and understandably.
• Team player with adaptability to changes in workload, systems, and processes.
• The ability to multi-task, prioritize, and remain detail-oriented.
• Self-motivated, positive, and friendly demeanor; ability to remain calm and professional in all situations.

Education and/or Experience:

• Call center or technical support experience highly desirable. 
• Must be able to pass pre employment background check.
• Previous experience with University e-learning environments and software preferred but not required.

Physical Demands:  The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The following physical demands are estimated by the amount of time spent.  Usually, the amount of time spent will be estimated on a daily basis but depending on the position could be estimated on a weekly basis or a monthly basis.

Constantly:  60%+ or 5-8 hrs/shift                     Occasionally:  10%-25% or 1-2 hrs/shift

Frequently:  25%-60% or 4-5 hrs/shift              Rarely:  <10% or less than 2 hrs/shift

• Work is performed in a typical office environment and may be characterized as more than 75% sedentary while working in a call center/help desk environment providing guidance to staff and answering phones.  Involves frequent positioning in front of a computer screen/monitor and keyboard/mouse.
• Work involves occasionally moving about the office environment to coach employees and view employees’ computer screen, rarely involves traveling from one location to another location.
• Work involves manual dexterity to work with computers via computer keyboard/mouse.
• Work constantly involves communicating with customers to relay information and instructions.
• Work constantly involves the ability to discern information presented on a computer monitor.
• Work constantly involves perceiving and understanding speech, receiving and accurately decoding information which is presented via telephone, email, instant messaging, and work ticket database.
• Work constantly involves providing information and instructions to users and employees via telephone, email, instant messaging, and remote servicing.
• Work is performed in a high-volume call center and is subjected to constant interruptions and calls.
• Work constantly involves close-up or near vision in order to view details.
• Work constantly involves interacting professionally and positively with difficult customers.
• Work constantly involves performing work in a stressful, high-volume environment while establishing priorities, meeting deadlines and business requirements.
• Work may occasionally involve lifting or moving up to 25 pounds.

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