UMA Education

Student Help Desk Specialist

US-FL-Tampa
Job ID
2018-1595
Category
Student Services

Overview

 

 

Purpose of the Position

Responsible for, but not limited to, ensuring the timely triage, troubleshooting of technical issues via live phone, chat, and ticketed requests. Includes problem recognition, research, isolation, resolution, documentation, and follow-up steps. The position will also provide guidance and training for less-experienced personnel. 

 

 

Responsibilities

 

 

Primary Duties and Responsibilities

  • Second level technical support responding to student requests via calls thru the Student Help Desk call queue and ticket submissions to the ticketing application.
  • Monitors ticketing system and call queue to ensure all team goals are being met or succeeded.
  • Answers incoming Classroom Support calls when high call volume is present, to maintain service level goals.
  • Ensures that assigned work tasks meet or exceed established Service Level agreements.
  • Maintains an accurate documentation for all interactions and tasks completed.
  • Executes defined contact strategy for all ticketed student concerns.
  • Utilizes remote workstation control and other troubleshooting tools as needed to resolve student technical issues.
  • Creates and maintains detailed SOP and other documentation for technical knowledge resources for the Student Help Desk team as well as other benefitting departments in UMA.
  • Provides technical guidance and training to less-experienced or less-technically inclined employees.
  • Continues ongoing development of their own technical knowledge to adapt to the technical needs to support our student population.
  • Maintains high conversation quality during all internal and external interactions adhering to our call quality expectations.
  • Demonstrates knowledge of, and carefully follows all applicable federal and state compliance requirements and regulations including those prescribed by the Department of Education, accrediting agencies, CIE, and internal UMA policies and procedures.
  • Effectively communicates compliance requirements to students and other staff as appropriate and quickly escalates any compliance concerns to the Compliance department.
  • Perform other duties as needed.

 

 

Qualifications

 

 

Education/Experience

  • Associates degree or equivalent education required.
  • 2+ years of experience in a high volume information/call center environment receiving and directing incoming telephone calls, as well as providing general assistance to customer inquiries (preferred).
  • One or more of the following Certifications: Microsoft, ITIL, CompTIA, and HDI (preferred).

 

Associated Knowledge, Skills & Abilities

  • Flexibility to work evenings and weekends as needed or on a permanent basis.
  • Ability to successfully receive and direct incoming telephone calls and provide general assistance to customer inquiries, within a high volume information/call center environment.
  • Experience with customized software packages to generate reports, as well as retrieve and track reporting data.
  • Experience with independently supervising multiple processes and activities simultaneously.
  • Provide ability and understanding of Technical knowledge.
  • Ability to effectively communicate in written and oral formats to employees and students as well as convey a professional image to potential students and the institution.
  • Strong interpersonal skills with ability to proactively identify knowledge opportunities for transferring advisors and provide appropriate documented feedback.
  • Have a sense of commitment, with strong, follow-up skills.

 

Physical Demands

  • Requires long periods of sitting at a desk working on a computer
  • Requires occasional bending, stooping and squatting
  • Requires occasional lifting of up to 10 lbs.

 

 

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