Remote Technical Support Analyst - Higher Ed Mentorship

Collegis Education; Chicago (IL); Remote; USD 40,000 - 45,000; Full time

Job summary

Collegis Education is seeking a Technical Support Analyst to act as a mid-level subject matter expert on PSC environments, monitoring queues across case, email, chat and phone while coaching Customer Service Associates in real time.

The TSA collaborates with Technical Service Solutions Specialists and leadership to improve escalated cases, develop technical solutions, and contribute to knowledge base materials. This role supports remote operations with hybrid expectations.

Qualifications

• Demonstrated understanding of customer service principles.
• At least 3 years of customer service and technical background within a call center environment.
• Associate’s degree or equivalent experience.
• Ability to work flexible schedule including nights, weekends, and holidays.

Responsibilities

• Be accountable for seeing tasks to completion by documenting all details and troubleshooting steps taken for each support request.
• Engage leadership for approval of case escalation to expedite resolution.
• Maintain professional and respectful communication across face-to-face, phone, email, and chat.
• Mentor Customer Service Associates and participate in training activities.

Skills

Customer service

Technical support

Call center experience

Higher education industry knowledge

Documentation & training

Education

Associate’s degree or equivalent experience

Job description

Collegis Education is seeking a Technical Support Analyst to act as a mid-level subject matter expert on PSC environments, monitoring queues across case, email, chat and phone while coaching Customer Service Associates in real time.

The TSA collaborates with Technical Service Solutions Specialists and leadership to improve escalated cases, develop technical solutions, and contribute to knowledge base materials. This role supports remote operations with hybrid expectations.