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

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Job Overview

The Technical Support Specialist I - Online Division at Grand Canyon University will be crucial in providing exceptional customer service and technical support to students, faculty, and staff using various online platforms. This role requires the specialist to troubleshoot technical issues, assist users with software programs, and ensure a seamless online learning experience. The specialist will also collaborate with cross-functional teams to develop solutions that enhance user experiences and facilitate smooth operational workflows.

Job Responsibilities

• Provide first-level technical support via phone, email, and chat for online education systems and software.
• Troubleshoot and resolve technical issues and inquiries related to web applications and online resources.
• Assist users with login, account management, and navigation of the online learning management system.
• Document inquiries, issues, and resolutions in the ticketing system to track trends and solution efficacy.
• Collaborate with IT teams to escalate complex issues and suggest system improvements.
• Conduct user training sessions to enhance understanding of online tools and resources.
• Stay informed about new technology and software tools to provide up-to-date support.

Qualifications

• Associate’s degree in Information Technology, Computer Science, or a related field is preferred; equivalent experience will also be considered.
• 1-2 years of experience in technical support, customer service, or a related role.
• Proficient in troubleshooting hardware and software issues.
• Strong verbal and written communication skills.
• Ability to work independently and collaboratively in a remote environment.
• Familiarity with online learning platforms and content management systems is a plus.

Technologies & Tools

The Technical Support Specialist I will engage with a range of technologies and tools including, but not limited to, Salesforce for ticket management, Zoom for virtual support sessions, and various Content Management Systems (CMSs) used by the institution. Familiarity with Google Workspace and Learning Management Systems (LMS) such as Blackboard or Canvas may also be required to efficiently resolve user queries.

Ideal Candidates

Ideal candidates for the Technical Support Specialist I position will possess a customer-centric approach and demonstrate patience when providing technical assistance. They should be adaptable, eager to learn, and capable of navigating a dynamic work environment. Strong analytical and problem-solving skills are essential, along with a genuine commitment to enhancing the student and faculty experience through effective support.