Technical Support Specialist I
COME GROW WITH US!
WHY JOIN THE GRAND CANYON EDUCATION TEAM AS A TECHNICAL SUPPORT SPECIALIST?
Generous PTO starting at 20 business days per year, 11.5 paid Holidays, and Tuition Benefits.
Earn your degree using our exceptional tuition benefit; also available to your qualifying dependents.
Be a part of a fun & fast paced environment.
Benefits that include access to medical, dental, and vision coverage (Full Time).
Grand Canyon Education (GCE) is an educational service company that provides an array of support services in the post-secondary education sector. Formerly part of Grand Canyon University (GCU), GCE still supports and works closely with GCU. GCE designs and develops educational programs for GCU and other traditional campus institutions, as well as online partner institutions at the undergraduate, graduate and doctoral levels.
Grand Canyon Education is seeking Technical Support Specialists. The Technical Support Specialist provides telephone, e-mail, live chat and social media support to GCU Students regarding their issues with online classroom access. Team members are required to achieve call center activity targets (calls answered, wait time) as outlined in the department’s operating guidelines.
Grand Canyon Education offers a generous benefits package, including 100% tuition-free education for employees through the Master's degree program level and 75% coverage at the Doctorate degree program level. In addition, an employee's spouse, children, and dependents are also offered generous tuition benefits.
While this position is a Phoenix, AZ based role, we are in a Hybrid status. This position has flexible shifts available ranging from 6:00am -12:00am during the week and 7:00am - 12:00am on the weekends.
Handles Technical Support Calls, chats, emails, and social media support requests from students and faculty.
Assists Students with basic and advanced troubleshooting, ongoing issues, and provides assistance on classroom technology setup.
Handles issues related to browser troubleshooting for supported applications.
Follows through and communicates with the user while working the problem to ensure successful and timely completion of the problem.
Works with team members and other GCU departments on behalf of the customer to resolve issues.
Consistently meets first contact resolution metrics.
Works alternate shift hours as assigned to handle the call in/ticket requests.
Prepares required documentation related to customer requests and resolution and adheres to proper documentation guidelines.
Determine when to escalate issues to management level for assistance.
Inform management of persistent and recurring issues.
Engage with callers, actively listen, analyze, and isolate tech issues.
Comfortably navigate multiple applications to research solutions.
Multitask in systems while providing step-by-step instructions.
Provide conflict resolution.
Navigate customer situations.
Call center or technical support experience highly desirable.
Must be able to pass pre employment background check.
Previous experience with University e-learning environments and software preferred but not required.
Must have a customer-focus, service orientation and professional and courteous manner.
Ability to work on simultaneous multiple cases effectively.
Solid problem solving/trouble shooting skills with strong attention to detail.
Able to demonstrate personal ownership of all customers’ issues and follow through to obtain desired results.
Skilled in determining why and how, what steps or procedures are required in problem resolution.
Ability to learn University E-Learning software and applications.
Ability to function in a fast-paced call center environment.
Willingness and ability to work assigned shifts which may consist of weekends, holidays and evenings.
Excellent communication skills, written and verbal, to transmit information accurately and understandably.
Team player with adaptability to changes in workload, systems, and processes.
The ability to multi-task, prioritize, and remain detail-oriented.
Self-motivated, positive, and friendly demeanor; ability to remain calm and professional in all situations.
Provide a positive example to students by supporting the University’s Doctrinal Statement, Ethical Position Statement and Mission of Grand Canyon University.