Search Jobs
Browse the latest opportunities at TPI Global.
TPI Global (formerly Tech Providers, Inc.)
https://techproviders.com/wp-content/uploads/2022/06/Logo-Color.png
http://www.tpiglobalsolutions.com
http://www.tpiglobalsolutions.com
true
Contact Center Tech Rep I
Posted: 11/01/2024
2024-11-01
2025-01-01
Job Number: 23450455
Job Description
Position: Contact Center Tech
Location: REMOTE
Duration: 03+ Months Contract
Job Description:
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:
Position Requirements Include:
Location: REMOTE
Duration: 03+ Months Contract
Job Description:
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:
- Registrar: Support includes registration, class schedule adjustments, graduation, grades/transcripts, transfer credits, advising inquiries.
- Admissions: Support includes application, placement test, withdrawal inquiries.
- Bursar/Student Account: Support includes accounts, payments/payment plans, tuition/fees, billing inquiries.
- Financial Aid: FAFSA (Free Application for Federal Student Aid), eligibility, disbursement, refund, loan/scholarship inquires.
- 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.
- Interviews user to collect information about problem and leads user through diagnostic procedures to determine source of error.
- Following call flow as trained (designed to assist in asking all required and basic probing questions).
- Logs and tracks all customer interactions using problem management software (ticketing system) and maintains thorough history records and related problem documentation.
- Prepares standard statistical reports, such as help desk incident reports.
- Adherence to schedules (published in the Workforce Management application).
- Reviewing often as trained as schedules change with business needs.
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
- Learning Management System Experience Beneficial
- Comp TIA Certification/s Beneficial
Meet Your Recruiter
Share This Job:
Related Jobs:
Login to save this search and get notified of similar positions.About Lake Mary, FL
Ready to take the next step in your career? Explore exciting job opportunities in the vibrant area surrounding Lake Mary, Florida! Nestled in the heart of Seminole County, Lake Mary offers a perfect blend of suburban charm and urban convenience. With top-rated schools, stunning parks like Central Park at Lake Mary, and a thriving arts scene featuring the Jeanine Taylor Folk Art Gallery and the Wayne Densch Performing Arts Center, this region is a haven for both nature enthusiasts and culture aficionados. Indulge in local delicacies like gator tail at popular eateries and catch a game by Orlando City SC at Exploria Stadium just a short drive away. Start your next chapter in Lake Mary and discover a flourishing community filled with endless growth opportunities and enchanting Southern hospitality!