Technical Support Agent - Winter Park, United States - TEKsystems

Description

Job Description

Job Description

Job Responsibilities Summary:
Technical Support Tier 1 Support Specialists are responsible for providing first level technical assistance to all End-Users and Education Affiliates (i.e., Faculty Members, Students, and Staff Members, etc.) who are experiencing a variety of technical-related issues as they use their computers, online platforms, and course related materials. This is an entry level position within a fast-paced call center environment.

- Essential Job Functions
- Tier 1 Support Specialists will engage with End-Users on behalf of our Information Media & Technology Department by answering phone calls, responding to cases/tickets, emails, chat messages, etc. Tier 1 Support Specialists also meet with End-Users virtually or in person to provide assistance when necessary.
- Provide outstanding customer service by maintaining a polite, professional, optimistic, empathetic, and professional tone at all times (this includes, but is not limited to, calls & digital communications, etc.)
- Must be able to communicate effectively, ask appropriate questions to gather information, multitask across various systems, call center applications, and handle a variety of media and content formats.
- Responsible for maintaining a working knowledge of systems, sites, tools, applications and resources (i.e., Learning Management Systems, One, etc.) and feel comfortable helping with hardware/software installation, etc.
- Must always aim to provide a "one call resolution" where possible by analyzing problems in order to determine the quickest and most effective ways to address an end-users concerns.
- Collaborate with other operational, technical, and education support teams to successfully assist with presented issues in a timely manner. Tier 1 Support Specialists must route calls/cases to the appropriate individuals/groups when necessary and must provide a detailed account of the issue(s) being presented (being sure to include any pertinent information about troubleshooting steps taken, etc.)
- Maintain detailed records of daily interactions, installation activities, reported issues, completed solutions, etc. and be able to conduct effective trouble shooting for common computer issues (Internet connectivity, basic computer setup, customization and preferences, software installation, various web browsers, etc..
- Must be able to work both independently and as part of a team. Communicating with our Leadership Team to understand how to effectively prioritize tasks, etc.
- The Technical Support Team may assist with company events, student events, and trainings, etc.
- All Applicants must be able to work flexible schedules and weekends as our Technical Support Department is open 7 days per week from 8am EST - 3am EST (Sunday - Saturday). We offer both Full Time (40 hours per week) and Part Time (20 hours per week) positions.
- Adhere to the policies and procedures as outlined by the Technical Support Team.
- Take precautions to safeguard confidential personnel and company information.
- Take precautions to protect issued Work Equipment.
- If working remotely, employees must have access to reliable secure internet. We recommend a minimum of 50 to 100 Mbps download speeds for working from home, and at least 10 Mbps upload speeds.
- When working remotely, the Tech Support Agent must have a quiet and private place to work from (safeguarding against noise and distractions).
- Demonstrate a strong commitment to the mission and values of the organization.
- Maintain strict adherence to their work schedule.
- Perform all duties as outlined as well as others that may be assigned by the Technical Support Leadership Team. (The Technical Support Leadership Team reserves the right to restructure responsibilities as necessary to ensure that organizational needs are met).

• Competencies

o Approach customer interactions with a service-oriented mindset (demonstrating care).
o Excellent verbal and written communication skills (grammar/professionalism, etc.)
o Excellent interpersonal and customer service skills (effective listening skills, conversation skills, etc.)
o Professional and pleasant telephone manner. (tone and candor, etc.)
o The ability to explain technical issues to both technical and non-technical team members or end-users.
o Strong analytical and creative problem-solving skills.
o Ability to grasp technical details, learn quickly, retain many layers of information, and utilize new programs/tools, etc.
o Ability to type an average of 40 or more words per minute with a 95% average for accuracy.
o Ability to multitask; respond to callers whilst creating detailed records outlining the situation, creating cases/tickets, etc. in a fast-paced call center environment.
o Must be comfortable communicating across different mediums such as phone calls, emails, ticketing systems, chat messages, virtual & in-person meetings, etc.
o Must be comfortable and confident working with all types of end-users and navigating difficult conversations.

Additional Skills & Qualifications

Department Hours: Sunday - Saturday 8:00am - 3:00am EST
o Our agents typically work four (4) ten hour shifts each week and have three days off.
o Candidates should also expect to work one weekend day each week.
o New agents will be assigned the "late night" shift which is 4:30pm - 3:00am in the beginning. Shift can change later in the contract.

• Hybrid Call Center Style Position: Our Agents primarily work from home, however they must have the ability to work on campus when the need arises. Some examples of why/when they would be called to work on campus include:
o New Employee Orientation
o New Hire Classroom Training
o Events/Team Meetings, etc.
o Connectivity Issues at Home

• Local Candidates Only: Please be advised that we only consider local candidates (Orlando area). They prefer individuals that live within an hour's drive from campus.

Top Skills' Details

1. Tier I Support Experience (First level of technical assistance) *1 - 3 years of experience*
2. Excellent Customer Service
3. Excellent Communication Skills/Problem Solver (Gather info, multitask with various systems, call center applications, e-mail and other media content)
4. Have a positive attitude/energy and truly enjoys helping people
***Candidate will work mostly remote, while having to come onsite once in a while. MUST live in the Orlando area***

Work Environment

Fast pace/call-center environment providing white glove customer service.

Business Drivers/Customer Impact

This Agent will be supporting Full Sail University End-Users and Education Affiliates (i.e., Faculty Members, Students, and Staff Members, etc.) who are experiencing a variety of technical-related issues as they use their computers, online platforms, and course related materials.