Faculty Tech Support Specialist II: Advanced Troubleshooting

Grand Canyon Education, Inc.; Phoenix (AZ); On-site; USD 42,000 - 54,000; Full time

Job summary

Grand Canyon Education (GCE) is seeking a Level-Two Technical Support Specialist to provide Faculty Technical Support via phone, email, live chat, and social media to GCU faculty, while handling escalated customer situations. The role requires advanced troubleshooting, issue identification, and timely problem resolution.

The position supports and coordinates with GCU departments and adheres to quality assurance standards, with flexibility to work alternate shift hours as needed.

Qualifications

• Minimum of two years’ work experience in a call center/help desk environment.
• Must have customer-focus, service orientation and professional and courteous manner.
• Strong verbal and written communications skills with a customer-service focus.

Responsibilities

• Provides Faculty Technical Support via telephone, e-mail, live chat and social media.
• Handles escalated and overflow calls for the department and guides on classroom technology setup.
• Follows through and communicates with users to ensure timely resolution.

Skills

Customer service

Verbal & written communication

Problem solving

Adaptability

Time management

Education

Bachelor’s degree preferred

Tools

Microsoft Office

Internet utilities

Job description

Grand Canyon Education (GCE) is seeking a Level-Two Technical Support Specialist to provide Faculty Technical Support via phone, email, live chat, and social media to GCU faculty, while handling escalated customer situations. The role requires advanced troubleshooting, issue identification, and timely problem resolution.

The position supports and coordinates with GCU departments and adheres to quality assurance standards, with flexibility to work alternate shift hours as needed.