Technical Support Specialist I - Online Division - Grand Canyon University -- Remote

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Job Overview

The Technical Support Specialist I for the Online Division at Grand Canyon University is responsible for providing exceptional technical support to students, faculty, and staff through various channels, including phone, email, and chat. This role will focus on troubleshooting and resolving technical issues related to online education platforms, ensuring a seamless user experience while collaborating with other departments to enhance service delivery. Additionally, the specialist will contribute to the continuous improvement of operational processes through feedback and active participation in team meetings.

Job Responsibilities

• Respond to technical support inquiries promptly and efficiently via phone, email, and chat.
• Troubleshoot and resolve issues related to Learning Management Systems (LMS) and other online educational technologies.
• Document support interactions and resolutions in the ticketing system to ensure accurate tracking and reporting.
• Provide training and support to users on the effective use of online tools and platforms.
• Collaborate with IT teams and management to escalate unresolved issues and improve support processes.
• Participate in team meetings to discuss common technical issues and share best practices.

Qualifications

• Associate degree in Computer Science, Information Technology, or related field; Bachelor’s degree preferred.
• Proven experience in a technical support or customer service role, preferably within the education sector.
• Strong understanding of online learning platforms and technologies (e.g., LMS, video conferencing tools).
• Excellent communication skills, both verbal and written, with a strong focus on customer service.
• Ability to troubleshoot technical issues effectively and efficiently.
• Familiarity with ticketing systems and remote support tools.

Technologies & Tools

The Technical Support Specialist I position requires proficiency in various technologies and tools, including but not limited to Learning Management Systems (LMS) like Canvas or Blackboard, remote desktop support software, and ticketing systems such as Zendesk or ServiceNow. Familiarity with common educational tools such as Zoom, Microsoft Teams, and Google Workspace is also beneficial for effective support delivery.

Ideal Candidates

The ideal candidate for the Technical Support Specialist I position possesses a genuine passion for technology and education, demonstrating a commitment to providing outstanding support. They should exhibit patience and empathy while assisting users in resolving their issues and have a proactive approach to problem-solving. Strong analytical skills, the ability to adapt to fast-paced environments, and a collaborative mindset will greatly enhance the candidate's success in this role.