It Helpdesk Support Jobs

Please see below job details:

Position : Contact Center Tech Rep

Location: (100% Remote)

Duration: 3 + months with the possibility of extension

Training Schedules:

Monday – Friday, beginning August 10th, 2023.

9am Eastern Time – 5:30pm Eastern Time.

1-hour lunch break.

Two 15-minute breaks.

~34-36 hours per week during training/onboarding.

Training length ~1-week.

Production Schedules:

Begins August 17 th , 2023.

Five 8-hour shifts (not including lunch break).

Mandatory scheduled start times will range between 9AM – 12PM Eastern time.

Mandatory scheduled work-days will range between Sunday - Saturday.

Weekend work schedules will be required.

40-hour work week.

Some overtime will be scheduled during our Peak Periods.

30-minute lunch break (Ellucian follows all state regulations regarding length of lunch periods, adjusting schedules accordingly).

Two 10-minute breaks.

Upskilling to support additional customers will continue directly following training graduation.

Note:

1. During the 1st week of the training, all candidates will be required to use their own equipment including webcam. They should have their own a desktop or laptop device with operating system Windows 10 or higher. No Chromebooks or Macs allowed.
2. After the 1st week of the training, client will ship the equipment to the candidates.
3. Required to always be on camera during interview, training (3 weeks), and meetings.
4. Full-mandatory training class attendance (3 weeks) followed by production.
5. Should be open and flexible to work any 5 days from Sundays to Saturdays. Weekends work would be assigned to the workers as well. If they work on weekends, they will be given offs on weekdays.
6. After the 1st week of the training, client will ship the equipments to the candidates.

Description:

1. Answers, evaluates, and prioritizes incoming telephone, e-mail, and chat requests for assistance from users experiencing problems with hardware, software, networking, and other computer-related technologies, as well as Learning Management Software (LMS).
2. Relying on resources as trained (knowledge base, websites, support channels).
3. Answers, evaluates, and prioritizes incoming student service telephone inquiries and user requests:
4. Registrar: Support includes registration, class schedule adjustments, graduation, grades/transcripts, transfer credits, advising inquiries.
5. Admissions: Support includes application, placement test, withdrawal inquiries.
6. Bursar/Student Account: Support includes accounts, payments/payment plans, tuition/fees, billing inquiries.
7. Financial Aid: FAFSA (Free Application for Federal Student Aid), eligibility, disbursement, refund, loan/scholarship inquired.
8. Handles problem recognition, research, isolation, resolution, and follow-up for routine user problems, referring more complex problems to Tier 2, Tier 3, supervisor, or other technical staff.
9. Interviews user to collect information about problem and leads user through diagnostic procedures to determine source of error.
10. Following call flow as trained (designed to assist in asking all required and basic probing questions).
11. Logs and tracks all customer interactions using problem management software (ticketing system) and maintains thorough history records and related problem documentation.
12. Prepares standard statistical reports, such as help desk incident reports.
13. Adherence to schedules (published in the Workforce Management application).
14. Reviewing often as trained as schedules change with business needs.