Technical Support Specialist

The Technical Support Specialist role at Grand Canyon Education supports students with online classroom access by troubleshooting classroom technology and supported applications. The position handles inbound requests across multiple channels and is measured by call center activity and first contact resolution performance.

Location and Schedule

• Phoenix, AZ (onsite)
• Shift work as assigned, including alternate shift hours
• Shifts may include weekends, holidays, and evenings

Salary

USD 16 - 16 per hour

What You Will Do

• Provide technical support via telephone, e-mail, live chat, and social media for issues impacting online classroom access.
• Assist students with basic and advanced troubleshooting, including ongoing issues and setup support for classroom technology.
• Handle advanced browser troubleshooting for supported applications.
• Follow through on each request by communicating with the user during the problem-solving process to support successful, timely completion.
• Coordinate with team members and other GCU departments to resolve customer issues on the customer’s behalf.
• Maintain first contact resolution metrics consistently.
• Prepare required documentation related to customer requests and outcomes while adhering to documentation guidelines.
• Identify issues that require escalation to management-level support and inform management of persistent and recurring issues.

How You Will Work

• Engage callers by listening, analyzing, and isolating technical issues.
• Navigate multiple applications to research solutions and support troubleshooting.
• Provide step-by-step instructions while managing multitasking in systems.
• Use a calm, professional approach for conflict resolution, including when customers are frustrated.
• Work independently with discipline in a virtual environment.
• Operate in a highly structured environment with strict adherence to the assigned full-time schedule while taking high-volume inbound calls.

Required Skills and Qualifications

• Customer-focused service orientation with a professional and courteous manner.
• Ability to handle simultaneous multiple cases effectively.
• Strong problem solving and troubleshooting skills with attention to detail.
• Ability to take personal ownership, follow through, and drive issues to desired results.
• Capability to determine the why and how of problem resolution, including steps or procedures.
• Ability to learn University E-Learning software and related applications.
• Ability to function in a fast-paced call center environment.
• Excellent written and verbal communication to share information accurately and clearly.
• Team player with adaptability to changes in workload, systems, and processes.
• Ability to multi-task, prioritize, and remain detail-oriented.
• Self-motivated, positive, and friendly demeanor with the ability to remain calm and professional.
• Call center or technical support experience is highly desirable.
• Must be able to pass a pre-employment background check.
• Previous experience with university e-learning environments and software is preferred but not required.

Tools and Technologies

• University E-Learning software
• University e-learning environments
• Supported applications
• Browser troubleshooting

Supervisory Responsibilities

None