Customer Care Support Counselor

Delgado Community College; New Orleans (LA); On-site; USD 40,000 - 55,000; Full time

Job summary

Delgado Community College in New Orleans seeks a dedicated helpdesk associate to handle inbound inquiries from students, faculty, staff and community members. You will provide basic information on admissions, financial aid, registration and billing while delivering first-line tech support to end users.

Responsibilities include escalating complex issues to level two, directing callers to college resources, and logging problems and resolutions in the service management system.

Qualifications

• Provide friendly, patient customer service and clear communication to students, faculty, staff and community members.
• Ability to explain basic admissions, financial aid, registration and billing information.
• Strong basic problem-solving and willingness to escalate when needed.

Responsibilities

• Answer level one to three inbound customer care calls and assist with campaigns and requests for the college community.
• Provide basic helpdesk support for a wide range of technical issues to end users.
• Escalate unresolved issues to level-two support with professional judgment and timeliness.
• Direct callers to appropriate college websites or portals for information access.
• Troubleshoot desktop, network, and telecommunications problems and track resolutions.
• Document problems and resolutions in the service management platform for knowledge base inclusion.
• Support outbound calling for research or marketing campaigns to current and prospective students and employees.
• Perform other duties as assigned by supervisor.

Job description

Duties and Responsibilities

• 85%Answer level one, two, and three inbound customer care service calls, assist with call out campaigns, and requests for the student population, faculty, staff and the community which provides advising support for a variety of issues such as general/basic student information related to admissions, financial aid, registration and account billing.
• Provide basic helpdesk support to end users on a wide variety of technical related issues.
• Appropriately provide analysis, professional judgment and discretion to elevate customer related matters which cannot be resolved on first contact to level-two support for timely care and resolution.
• Direct callers to appropriate areas of the college website and/or portal to obtain and/or submit information.
• Answer, identify, research and resolve technical problems related to the desktop, network and/or telecommunications; track and monitor problems to ensure timely resolution.
• 10%Document and log problems and resolutions through a service management platform for tracking, resolve and possible inclusion into the service management platform knowledge base.
• Provide support for outbound calling for research/targeted initiatives to current and prospective students, employees and college community regarding marketing campaigns, time-sensitive college information and other support as directed.
• 5%Perform other duties as assigned by supervisor.