Technical Support Specialist II
Skills
Call MonitoringCoachingCommandContact CentersEnglishProceduralService Orientation
What the job involves
The main requirements, responsibilities and hiring steps.
Requirements
- Customer-focused service orientation with a professional courteous manner
- Minimum two years in a call center or help desk environment
- Bachelor's degree preferred
- Strong problem solving and troubleshooting skills with attention to detail
- Ability to multitask across simultaneous cases
- Ability to work independently and in teams with diverse stakeholders
- Good communication interpersonal skills and strong English language command
- Willingness to work assigned shifts including weekends holidays and evenings
- Ability to pass pre-employment background investigations
Nice to have
- Fast-paced
- Detail-oriented
- Team-oriented
- Customer-focused
- Adaptable
Day to day
- Provides advanced technical support to university faculty across phone chat email and walk-in channels
- Troubleshoots complex classroom technology and supported application issues including escalated browser problems and high-volume overflow cases
- Maintains detailed case notes collaborates across departments and follows through until customer issues are fully resolved