Technical Support Agent

Description:

A TEKsystems client is looking for Tier 1 Technical Support Specialists to support university end users and affiliates 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.

The specialists will work mostly remote, while having to come onsite occasionally. MUST live in the Orlando area

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 Full Sail University systems, sites, tools, applications and resources (i.e., Learning Management Systems, Full Sail 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). This is a full time position (40 hours a week).

Adhere to the policies and procedures as outlined by Full Sail University and the Technical Support Team.

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.

80% Mac environment, 20% Windows (Training will be provided for both)

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).

Qualifications:

Tier 1 Support Experience (1 full year or more)

Excellent Customer Service (Have a positive attitude/energy and truly enjoys helping people)

Excellent communications skills/problem solver

Approach customer interactions with a service-oriented mindset (demonstrating care).

The ability to explain technical issues to both technical and non-technical team members or end-users.

Ability to grasp technical details, learn quickly, retain many layers of information, and utilize new programs/tools, etc.

Ability to type an average of 40 or more words per minute with a 95% average for accuracy.

Ability to multitask; respond to callers whilst creating detailed records outlining the situation, creating cases/tickets, etc. in a fast-paced call center environment.

Must be comfortable communicating across different mediums such as phone calls, emails, ticketing systems, chat messages, virtual & in-person meetings, etc.

Must be comfortable and confident working with all types of end-users and navigating difficult conversations.

Department Hours: Sunday – Saturday 8:00am – 3:00am EST

Our agents typically work four (4) ten hour shifts each week and have three days off.

Candidates should also expect to work one weekend day each week.

New agents will be assigned the “late night” shift which is 4:30pm – 3:00am at first. 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:

New Employee Orientation

New Hire Classroom Training

Events/Team Meetings, etc.

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. Basic training is on campus (in person) and there could be some team meetings that require them to come in.

Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following:

Medical, dental & vision

Critical Illness, Accident, and Hospital

401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available

Life Insurance (Voluntary Life & AD&D for the employee and dependents)

Short and long-term disability

Health Spending Account (HSA)

Transportation benefits

Employee Assistance Program

Time Off/Leave (PTO, Vacation or Sick Leave)

About TEKsystems:

Were partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. Thats the power of true partnership. TEKsystems is an Allegis Group company.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.