Technical Support Specialist

Net2Source Inc.; United States; Remote; USD 60,000 - 80,000; Full time

Job summary

An established industry player is seeking a Technical Support Specialist for a remote role in higher education. This position involves providing Tier-1 support, troubleshooting various technical issues, and assisting students with their inquiries. You will engage with users through phone, email, and chat, ensuring effective resolution of their concerns while documenting interactions in ticketing systems. With a focus on customer rapport and technical proficiency, this role offers a dynamic environment where your contributions will directly impact student success. If you thrive in a fast-paced, supportive setting, this opportunity is perfect for you.

Qualifications

• Candidates must be technically competent and trained to use ticketing systems.
• Experience in handling Tier-1 support and troubleshooting is essential.

Responsibilities

• Respond to and prioritize incoming requests regarding hardware, software, and LMS issues.
• Assist students with admissions, financial aid, and scholarship inquiries.

Skills

Customer rapport building

Understanding of quality and performance metrics

Proficiency in Microsoft OS and applications

Help Desk/Call Center experience

Experience in higher education and LMS

Tools

Ticketing systems

Job description

This range is provided by Net2Source Inc. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

$14.50/hr - $15.00/hr

Direct message the job poster from Net2Source Inc.

Job Title: Technical Support Specialist (Contact Center)

Duration: 6 months (Possible Extension)

Location: 100% Remote (USA)

Positions Available: 30

Training Schedule

Training: Full-time training (Monday-Friday) through July 4 (no work on the holiday).

Production Start: Saturday, July 5th, with schedules including weekends.

Position Details

This role requires candidates to be technically competent, trained to use ticketing systems, handle Tier-1 support, troubleshooting (password resets, printer configurations, break/fix), and student service inquiries (registration, admissions, payments).

Responsibilities

• Respond to and prioritize incoming requests via phone, email, chat regarding hardware, software, networking, and LMS issues.
• Utilize resources like knowledge bases and support channels.
• Assist students with admissions, financial aid (FAFSA), disbursements, refunds, and loans/scholarships inquiries.
• Identify, research, and resolve routine problems; escalate complex issues appropriately.
• Interview users, diagnose issues, and guide through troubleshooting steps.
• Follow call flows and document interactions thoroughly in ticketing systems.

Required Skills

• Customer rapport building and needs assessment.
• Understanding of quality and performance metrics.
• Proficiency in Microsoft OS and applications, hardware/software support.
• Help Desk/Call Center experience preferred.
• Experience in higher education and LMS beneficial.

Additional Details

• Seniority level: Associate
• Employment type: Contract
• Industry: Higher Education