Student Services & Tech Support Advisor

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

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.