Technical Support Specialist I - Remote

Overview

The Technical Support Specialist I at Grand Canyon University provides essential support to students encountering issues with online classroom access, ensuring a high level of customer service and technical assistance.

In Short

• Provide telephone, email, chat, and social media support to students.
• Assist with basic and advanced troubleshooting of classroom technology.
• Meet call center activity targets and first contact resolution metrics.
• Work in a fast-paced, structured environment handling high-volume calls.
• Prepare documentation related to customer requests and resolutions.
• Engage with customers to analyze and resolve technical issues.
• Work alternate shifts as assigned, including weekends and holidays.
• Demonstrate problem-solving skills and attention to detail.
• Maintain a professional demeanor in all interactions.
• Possess a customer-focused attitude and ability to multi-task.

Requirements

• Strong customer service orientation and professional manner.
• Ability to manage multiple cases simultaneously.
• Excellent verbal and written communication skills.
• Experience in call center or technical support is desirable.
• Ability to learn E-Learning software and applications.
• Self-motivated with a positive attitude.
• Detail-oriented with strong problem-solving abilities.
• Ability to adapt to changes in workload and processes.
• Must pass a pre-employment background check.
• Previous experience in a university e-learning environment is a plus.

Benefits

• Medical, dental, vision, life, and disability insurance.
• Flexible spending accounts and a 401K savings plan.
• Generous time off plan and 11 paid holidays.
• Paid time off for community volunteering.
• Education Tuition Discount Program for employees and their families.
• Free on-site gyms at office locations.