Technical Support Specialist

GENERAL SUMMARY:The Technical Support Specialist is responsible for assisting students and faculty with the online learning platform through exceptional customer service, product knowledge and support.ESSENTIAL DUTIES AND RESPONSIBILITIES:Troubleshoots and resolves student and faculty technical issues by phone, email and chat in a timely and professional mannerIdentifies and documents system issues requiring escalation to the engineering teamWorks closely across departments and serves as a product specialist informing others on known issues, training opportunities and student resolutionsCreates and maintains user accounts; assists with course duplications and other administrative assignmentsDelivers training sessions to students, faculty and staff on the use and features of the systemCreates and maintains relevant training and support documentationWorks on related tasks and projects as assignedQUALIFICATIONS:Experience using Google suite products, specifically Google Drive and DocsStrong computer, mobile and tablet functional and navigational skillsFamiliarity with Microsoft, Apple and Chrome operating systemsA positive, customer centric attitudeStrong communication and teamwork skills with a strong aptitude for identifying problems and areas of improvementFlexible to evolving responsibilities and a fluid work environmentAbility to learn quickly, work independently and take ownership of tasks, processes and solutionsExperience working in an educational environment a plusAbility to work evenings, weekends and holidays GENERAL SUMMARY:The Technical Support Specialist is responsible for assisting students and faculty with the online learning platform through exceptional customer service, product knowledge and support.ESSENTIAL DUTIES AND RESPONSIBILITIES:Troubleshoots and resolves student and faculty technical issues by phone, email and chat in a timely and professional mannerIdentifies and documents system issues requiring escalation to the engineering teamWorks closely across departments and serves as a product specialist informing others on known issues, training opportunities and student resolutionsCreates and maintains user accounts; assists with course duplications and other administrative assignmentsDelivers training sessions to students, faculty and staff on the use and features of the systemCreates and maintains relevant training and support documentationWorks on related tasks and projects as assignedQUALIFICATIONS:Experience using Google suite products, specifically Google Drive and DocsStrong computer, mobile and tablet functional and navigational skillsFamiliarity with Microsoft, Apple and Chrome operating systemsA positive, customer centric attitudeStrong communication and teamwork skills with a strong aptitude for identifying problems and areas of improvementFlexible to evolving responsibilities and a fluid work environmentAbility to learn quickly, work independently and take ownership of tasks, processes and solutionsExperience working in an educational environment a plusAbility to work evenings, weekends and holidays GENERAL SUMMARY:The Technical Support Specialist is responsible for assisting students and faculty with the online learning platform through exceptional customer service, product knowledge and support.ESSENTIAL DUTIES AND RESPONSIBILITIES:Troubleshoots and resolves student and faculty technical issues by phone, email and chat in a timely and professional mannerIdentifies and documents system issues requiring escalation to the engineering teamWorks closely across departments and serves as a product specialist informing others on known issues, training opportunities and student resolutionsCreates and maintains user accounts; assists with course duplications and other administrative assignmentsDelivers training sessions to students, faculty and staff on the use and features of the systemCreates and maintains relevant training and support documentationWorks on related tasks and projects as assignedQUALIFICATIONS:Experience using Google suite products, specifically Google Drive and DocsStrong computer, mobile and tablet functional and navigational skillsFamiliarity with Microsoft, Apple and Chrome operating systemsA positive, customer centric attitudeStrong communication and teamwork skills with a strong aptitude for identifying problems and areas of improvementFlexible to evolving responsibilities and a fluid work environmentAbility to learn quickly, work independently and take ownership of tasks, processes and solutionsExperience working in an educational environment a plusAbility to work evenings, weekends and holidays

• Experience using Google suite products, specifically Google Drive and Docs
• Strong computer, mobile and tablet functional and navigational skills
• Familiarity with Microsoft, Apple and Chrome operating systems
• A positive, customer centric attitude
• Strong communication and teamwork skills with a strong aptitude for identifying problems and areas of improvement
• Flexible to evolving responsibilities and a fluid work environment
• Ability to learn quickly, work independently and take ownership of tasks, processes and solutions
• Experience working in an educational environment a plus
• Ability to work evenings, weekends and holidays