Desktop Support Technician

• 9 am Eastern Time - 5:30 pm Eastern Time.
• Full attendance mandatory.
• 30-minute lunch break per day (unpaid).
• Two 15-minute breaks per day (paid).
• Training length 3 weeks; Nesting 1 week.

No training due to holidays:

• July 4th no training due to the Independence Day holiday. (For both batches)

Production Schedules:

• 24X7/365 Contact Center, weekend/holiday schedule expectations.
• Five 8-hour shifts (not including lunch break).
• Mandatory scheduled workdays will range between Saturday - Friday.
• Schedules may vary from day to day based on business needs.
• Consecutive days off cannot be guaranteed.
• Schedules may be subject to change after being published, depending on operational needs.
• 40-hour work week by default; there will be flexibility to reduce production hours if the agent requires less.
• Some overtime may be scheduled during our Peak Periods.
• 30-minute lunch break per day (unpaid).
• Client follows all state regulations regarding length of lunch periods, adjusting schedules accordingly.
• Two 15-minute breaks per day (paid).
• Upskilling to support additional customers will continue directly following training graduation, no exceptions., 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.), * 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 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.
• 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., * Access to a consistent high-speed internet connection (25 Mbps or higher) without data caps that will impede training or adhering to schedules.
• Have a quiet place to take phone calls without interruptions from children, family members, barking dogs etc.
• Own a desktop or laptop device with operating system Windows 10 or higher. No Chromebooks or Macs are allowed. During training week 1, all candidates will be required to use their own equipment, including webcam.
• Following provided directions, candidates are required to download and install a file, on their personal desktop/laptop, allowing access to the Contact Center’s cloud solution platform.
• Client equipment will be shipped to candidates successfully completing week 1 training.
• Candidates may use their own external monitor with the Client issued equipment.
• If candidate drops prior to receipt of the Client’s equipment, they are expected to reject the FedEx shipment when it arrives.
• Candidates are required to download and install MFA software, on their personal mobile device, to provide secondary authentication to the Client’s VPN.
• Required to be always on camera during interview, training, and meetings.
• Full-mandatory training class attendance.
• Confirmed availability for post-training schedules
• Adherence to schedules.

Do you have experience in Windows?, * 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/Contact Center Experience Beneficial.
• Experience at Institutions of Higher Education Beneficial.
• Learning Management System Experience Beneficial.
• CompTIA Certification or other similar IT Certifications is a plus.

$15 an hour - Temp-to-hire, Full-time, Contract, Pulled from the full job description

• Paid training
• Referral program
• Health insurance
• Dental insurance, * Dental insurance
• Health insurance
• Referral program