NOW HIRING!
Student Tech Support Specialist

starting $14 per hour!

Full-Time Shifts: Monday – Friday 9am – 9pm.

responsibilities

  • Troubleshoot and resolve software, hardware, printer, and dial-up/DSL/cable-modem/network issues by actively listening to the caller and asking appropriate questions to build a solution
  • Troubleshoot Connexus (online school) issues (Internet/application issues)
  • Log all calls in call tracking system, creating detailed, accurate entries
  • Escalate calls when necessary according to guidelines
  • Remote into callers’ computers when necessary using the appropriate student tech support processes
  • Define and feedback/recap user problems while providing a detailed solution to resolve each issue
  • Proactively follow-up (outbound) with callers (in between inbound calls) to verify that problems were resolved
  • Respond to voicemails and WebMails, follow up with responses to message board posts, and create trouble tickets as necessary
  • Maintain a current level of understanding of the details of home networking, high-speed Internet, dial-up and application functionality
  • Act as liaison for web-based application problems between users and developers
  • Assist in the collection of data for identifying user requirements that may result in future system development or training
  • Keep current with development of new system features
  • Work with manager to implement products and processes to increase Student Tech Support team efficiencies and quality
  • Work to perform other duties which may be necessary for the organization, including manual labor, such as staging materials, packing, inventory, and delivery