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Technical Support Specialist

Grand Canyon Education Phoenix, AZ

Phoenix, AZ

Today

$16 - $16/hr Full time Application Support Customer Support Email Support

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Job Description

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

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17d ago

Technical Support Technician

Geovision - USAVisionsys Irvine, CA

Irvine, CA

17d ago

$20 - $25/hr Full time Customer Service Customer Support Email Support

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Job Description

This full-time onsite role supports customers with technical expertise for GeoVision products and contributes to both pre-sales and post-sales activities. The position combines troubleshooting, product testing in simulated setups, product demonstrations, and training, while also assisting with exhibitions and sales demos.

Location and Work Schedule

Location: Irvine, CA (onsite)
Work model: In person
Schedule: Monday to Friday
Job type: Full-time

Compensation

Hourly pay: USD 20 to 25 per hour
Pay note: Pay depends on experience

Responsibilities

Address and resolve technical inquiries through phone, e-mail, or online chat in a timely and efficient manner
Troubleshoot, diagnose, and resolve issues while documenting all steps taken during support
Provide technical support for pre-sales and post-sales activities
Set up simulated environments and conduct product testing
Deliver product training to customers
Support Exhibition, Road Show, and Sales Demo events

This role blends responsibilities across Product Specialist work, Product Testing, Pre and Post sales Technical Support, Customer Service, Hotline support, and Product Training.

Requirements

Service oriented attitude and good communication skills are required
Ability to solve problems independently while collaborating with other team members
Strong computer software aptitude and the ability to learn new concepts quickly, independently
Ability to demonstrate products to customers is required
Ability to simulate and replicate a customer’s environment for troubleshooting
Technical/Engineering background is required/vital
Experience working in a technical support environment
High level customer service skills
Comprehension of networking protocols and concepts
Certifications are desirable but not required
US citizen is required

Experience and Education

Education: Associate (required)
Windows: 2 years (preferred)
Customer Service: 2 years (preferred)

Benefits

401(k)
Dental insurance
Health insurance
Paid time off
Vision insurance

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