Technical Support Specialist

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