Student Tech Support Specialist: Online Learning

Grand Canyon Education, Inc.; Phoenix (AZ); On-site; USD 19,000 - 27,000; Full time

Job summary

Grand Canyon Education, Inc. is seeking a Technical Support Specialist to assist GCU students with access to online classrooms. You will handle calls, emails, chats, and social media inquiries with a focus on timely resolutions in a high-volume environment.

Shifts include early mornings and weekends; salary is $16.38 per hour. You will troubleshoot browser issues, guide students through setup, document requests, and escalate when needed while maintaining professional communication.

Qualifications

• Call center or technical support experience highly desirable.
• Must be able to pass pre employment background check.
• Previous experience with University e-learning environments and software preferred but not required.

Responsibilities

• Handle Technical Support Calls, chats, emails, and social media requests regarding online classroom access from students.
• Assist Students with basic and advanced troubleshooting, ongoing issues, and provides assistance on classroom technology setup.
• Handle advanced issues related to browser troubleshooting for supported applications.
• Follow through and communicate with the user while working the problem to ensure successful and timely completion of the problem.
• Works with team members and other GCU departments on behalf of the customer to resolve issues.
• Consistently meets first contact resolution metrics.
• Prepare required documentation related to customer requests and resolution and adheres to proper documentation guidelines.
• Determine when to escalate issues to management level for assistance.

Skills

Customer focus

Multitasking

Communication

Problem solving

Call center experience

Team player

Learning e-learning software

Detail-oriented

Ownership of issues

Tools

University e-learning software

Job description

Grand Canyon Education, Inc. is seeking a Technical Support Specialist to assist GCU students with access to online classrooms. You will handle calls, emails, chats, and social media inquiries with a focus on timely resolutions in a high-volume environment.

Shifts include early mornings and weekends; salary is $16.38 per hour. You will troubleshoot browser issues, guide students through setup, document requests, and escalate when needed while maintaining professional communication.