Technical Support Solutions Specialist

Description:

Collegis Education is a marketing and technology education solutions company that offers industry-leading services for colleges and universities of every size in every sector. Using a proactive and data-driven approach, Collegis Education empowers institutions to make a broader impact by providing insights that help grow enrollments, improve student outcomes and optimize expenses. With several decades of experience working within the higher education industry, the team at Collegis Education was founded within the walls of a college and expanded to help change more lives through education. Currently, the infrastructures established by Collegis Education support more than 40,000 students nationwide. For more information about Collegis Education, please visit www.CollegisEducation.com.

The Technical Support Solutions Specialist performs in-depth troubleshooting on day-to-day issues. They also serve as a point of contact for analyzing more complex issues that routinely affect the helpdesk. The Technical Service Solutions Specialist will perform problem determination, documentation, and training for the team to expedite resolution to common occurring issues that are not readily resolvable by Customer Service Associate. The Technical Service Solutions Specialist will also serve as a liaison and account owner for various Collegis partner accounts, through maintaining constant contact on unresolved issues, documentation for the PSC Knowledge Base, and arranging training as needed. They will serve as the front line communication pathway between PSC and Partner school technical representatives.

The Technical Support Solutions Specialist will also serve as a contact of escalation approval for cases being raised outside of the PSC. Additionally, the Technical Service Solutions Specialist serves as a authority on various assigned technologies ensuring documentation is up-kept and PSC Employees are trained. The Technical Service Solutions Specialist will lastly serve as the team captain ensuring ownership of all contact methods inbound and outbound to the Personal support Center. The Technical Service Solutions Specialist also has the opportunity to focus on larger projects, often requiring a level of engagement across both Collegis and Partner Schools.

Communication & Professionalism:

The Technical Support Solutions Specialist serves as a communications expert between internal and external teams. The Technical Support Solutions Specialist actively identifies, builds, and delivers training and self-help materials to PSC employees and wider audiences as applicable. They maintain an active relationship with Collegis partners and own specific relationships through the entire account lifecycle by maintaining case information, validating knowledge articles and maintaining ownership as the SME for various systems utilized by the assigned partner. The Technical Support Solutions Specialist serves as an example of extraordinary customer service and provides consistent mentoring to other PSC employees on how to improve customer service and technical skills.

• Reduce risk of theft, fraud, or misuse of information assets by acting as the data steward for the application(s) you administer
• Adhere to and enforce the appropriate information security policies based on the sensitivity of company data and report any security related issues
• Serve as Client Liaison between assigned teams and actively manage the associated knowledge bases and ensure documentation is up-to-date.
• Maintain an extraordinary customer service rating at the Customer Service Associate / Technical Support Analyst / Technical Service Solutions Specialist levels.
• Possess a demonstrated mastery of customer service skills through past evaluations, training, and knowledge.
• Develop and maintain knowledge articles and email templates for PSC employees.
• Serve as the primary contact for reporting PSC identified outages and engage all respective teams requiring notification of the outage.

Teamwork & Collaboration:

Teamwork and collaboration with PSC employees and outside departments are critical elements to being successful within the PSC. The Technical Support Solutions Specialist serves as the Shift Lead for assign shifts and actively collaborates with internal and external teams to assist with outages, case escalations and provide proactive communication.

• Participate in back office department shadowing sessions.
• Proactively work with PSC employees and PSC Leadership to better understand supported environments as well as fostering a collaborative partnership.
• Serve as Shift Lead through facilitating the case escalation process, serve as on-duty leadership for immediate case escalations, facilitate immediate team goal setting, and managing case call backs and support center queues on the assign shifts.
• Cover rollover Customer Service Associate & Technical Support Analyst customer contacts.
• Work with Technical Service Solutions Specialists as well as other departments to escalate support requests in the event that a resolution cannot be found at the Customer Service Associate level.
• Participate within assigned internal ticket quality review processes.
• Monitor open case queues and serve as point of contact for ownership of cases requiring call back or escalation; and additional case review as required.

Commitment to Learning:

The PSC is a place in which systems and support models rapidly change. Support topics can vary on a day-to-day basis but can include PC & MAC troubleshooting (Hardware, Software, Network Connectivity, etc.), assisting with navigation and proper function of a Learning Management System (Online School Environment), as well as other current and future topics that will be introduced on a consistent basis. Being able to quickly learn these environments and manage the day-to-day variance is critical.

• Spearhead training initiatives within the PSC in collaboration with PSC Leadership.
• Take a lead role by engaging the partial or entire PSC Team with training initiatives on various topics.
• Commitment to reviewing all training communications, coaching opportunities, as well as continual review and reflection upon all PSC information content sources. Such as Wiki, SharePoint, and other department websites.
• Mentor Customer Service Associates and Technical Support Analysts agents through delivery of training materials and creation of comprehensive knowledgebase articles and self-service templates.

Requirements:

• Ability to work a flexible schedule that may include nights, weekends, holidays, and on-call rotation.
• Demonstrated proficiency in PSC processes, tools, and supported applications.
• Maintain a high performance score on customer service or equivalent industry experience.
• Demonstrated mastery in application of customer service principles
• Successful completion of PSC & Professional Training Modules or equivalent industry experience.
• Strong understanding and demonstration of customer service principles
• In-depth knowledge of the higher education industry and PSC clientele.
• Established professional relationship with PSC Partners.
• Demonstrated ability to take ownership of reported problems and see them to resolution.

Education, Certifications and Licensures:

• Bachelor’s Degree or similar level of experience.

Collegis Education is committed to the policy that all persons shall have equal access to its programs, facilities, and employment without regard to race, color, creed, religion, national origin, sex, age, marital status, disability, public assistance status, veteran status, or sexual orientation.