Technical Support Specialist II

The Technical Support Specialist provides advanced, customer-focused technical assistance to university faculty across multiple channels, including phone, chat, and email. This role is responsible for troubleshooting complex issues related to classroom technology and supported applications, resolving escalated cases, and ensuring timely, effective solutions. The specialist collaborates across teams to address technical challenges, maintains detailed case documentation, and consistently meets quality and service metrics. Ideal candidates bring strong problem-solving skills, experience in a help desk or call center environment, and the ability to thrive in a fast-paced, high-volume support setting while delivering exceptional service.

ESSENTIAL JOB FUNCTIONS:  Include, but are not limited to, the following:

• Specializes in Faculty Technical Support Calls, chats, emails, and social media.

• Assists Faculty with basic and advanced troubleshooting, ongoing issues, and provides guidance on classroom technology setup.

• Handles escalated and overflow calls for the department.

• Handles escalated issues and conducts advanced troubleshooting to effectively resolve problems; while at the same time handling initial calls as work volume demands.

• Handles escalated issues related to browser troubleshooting in relation to supported applications.

• Follows through and communicates with the user while working the problem to ensure successful and timely completion of the problem.

• Works with team members and other GCU departments on behalf of the customer to resolve issues;

• Evaluates case documentation and call monitoring according to standards of quality assurance; provides detailed case notes according to quality and procedural standards.

• Consistently meets minimum Quality Assurance expectations.

• Consistently meets first contact resolution metrics.

• Provides walk in support, answers calls, web issues, and live chats and provides problem resolution for training for University Supported Applications.

• Actively participates and supports process improvement initiatives and goals.

• Ability to work alternate shift hours as assigned and needed.

• Prepares required documentation related to customer requests and resolution.

SUPERVISORY RESPONSIBILITIES:  None.  May provide guidance and on the job coaching to less experienced team members and student workers.

QUALIFICATIONS:  The requirements listed below are representative of the knowledge, skills, and/or abilities required to successfully perform the job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Knowledge, Skills and Abilities

• Must have a customer-focus, service orientation and professional and courteous manner.

• Ability to work on simultaneous multiple cases effectively; multitasking.

• Solid problem solving/trouble shooting skills with strong attention to detail.

• Able to demonstrate personal ownership of all customers’ issues and follow through to obtain desired results

• Skilled in determining why and how, what steps or procedures are required in problem resolution.

• Ability to work independently and in teams as well as the ability to work with a diverse group of stakeholders

• Knowledge of University e-learning environments and software employed highly preferred, and/or a willingness to thoroughly learn software.

• Ability to function in a fast-paced call center environment and resolve problems to the customer’s satisfaction.

• Good communication and interpersonal skills.

• Good command of the English language.

• Willingness and ability to work assigned shifts which may consist of weekends, holidays and evenings.

• Must be able to pass pre-employment background investigations.

Education and/or Experience:

• Bachelor’s degree preferred.

• A minimum of two years’ work experience in a call center/help desk environment.        

• An equivalent combination of education and relevant work experience may be substituted upon supervisor’s approval.

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