Title: Contact Center Tech Representative

Location: Lake Mary, FL 32746

Duration: 3 Months

Shifts: Variable (day, eve, night)

Details:

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). o Relying on resources as trained (knowledge base, websites, support channels). • Answers, evaluates, and prioritizes incoming student service telephone inquiries and user requests: o Registrar: Support includes registration, class schedule adjustments, graduation, grades/transcripts, transfer credits, advising inquiries. o Admissions: Support includes application, placement test, withdrawal inquiries. o Bursar/Student Account: Support includes accounts, payments/payment plans, tuition/fees, billing inquiries. o Financial Aid: FAFSA (Free Application for Federal Student Aid), eligibility, disbursement, refund, loan/scholarship inquired. • 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. o 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). o Reviewing often as trained as schedules change with business needs.Skills: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

Job Type: Contract

Salary: $11.00 - $12.00 per hour

Experience level:

• Under 1 year

Shift:

• Day shift
• Evening shift
• Morning shift
• Night shift

Weekly day range:

• Monday to Friday

Work setting:

• Office

Ability to commute/relocate:

• Lake Mary, FL 32746: Reliably commute or planning to relocate before starting work (Required)

Speak with the employer
+91 7323079722

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