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

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Job Overview

The Technical Support Specialist I at Grand Canyon University (Remote) is an integral part of our Online Division, tasked with delivering exceptional technical assistance to our students and faculty. This role involves troubleshooting user issues, providing guidance on software applications, and ensuring that all technical queries are addressed effectively and efficiently. The ideal candidate will uphold the university's commitment to quality service by utilizing their technical knowledge and customer service skills to enhance user experience in a digital learning environment.

Job Responsibilities

• Provide first-level technical support to students and faculty via phone, email, or chat.
• Troubleshoot and resolve software and hardware issues related to online learning platforms.
• Document and escalate complex issues to higher-level support as necessary.
• Conduct user training sessions to enhance understanding of provided technologies.
• Maintain and update technical documentation and FAQs for user reference.
• Monitor and track support requests, ensuring timely resolution and follow-up.
• Collaborate with cross-functional teams to improve system performance and user satisfaction.

Qualifications

• Associate's degree in Information Technology, Computer Science, or a related field; Bachelor's degree preferred.
• 1+ years of experience in a technical support role or customer service environment.
• Proficient in troubleshooting software and hardware issues on various platforms.
• Strong verbal and written communication skills, with an emphasis on clarity and empathy.
• Familiarity with customer relationship management (CRM) systems is a plus.
• Ability to work well independently and collaboratively in a remote team environment.
• Competence in prioritizing and managing multiple tasks in a fast-paced setting.

Technologies & Tools

In this position, the Technical Support Specialist I will utilize a range of technologies and tools to efficiently address user inquiries. These include knowledge management systems, ticketing software to track and resolve support requests, online collaboration tools for team communication, and remote desktop control applications to assist users directly. Familiarity with Learning Management Systems (LMS) and various operating systems is essential for this role.

Ideal Candidates

The ideal candidate for the Technical Support Specialist I position possesses a blend of technical acumen and exceptional customer service skills. They are patient, proactive problem-solvers with a passion for helping others succeed in an online learning environment. Strong organizational skills, an eagerness to learn, and the ability to adapt to new technologies quickly are vital. Candidates should exhibit a positive attitude and a commitment to upholding the values and standards of Grand Canyon University.