Job Description
**Open Availability Is Required**
Technically competent candidates will be trained to understand and use the designated ticketing system, handle basic Tier-1 support and troubleshooting, such as password resets, printer configurations, break/fix instructions as well as student service support (inquires related to registration, admissions, payments…)
Position Duties Include:
Answers, evaluates, and prioritizes incoming telephone, e-mail, and chat requests for assistance from users experiencing problems with hardware, software, networking, and other computer-related technologies, as well as Learning Management Software (LMS).
Relying on resources as trained (knowledge base, websites, support channels).
Answers, evaluates, and prioritizes incoming student service telephone inquiries and
User requests:
Registrar: Support includes registration, class schedule adjustments, graduation, grades/transcripts, transfer credits, advising inquiries.
Admissions: Support includes application, placement test, withdrawal inquiries.
Bursar/Student Account: Support includes accounts, payments/payment plans, tuition/fees, billing inquiries.
Financial Aid: FAFSA (Free Application for Federal Student Aid), eligibility, disbursement, refund, loan/scholarship inquired.
Handles problem recognition, research, isolation, resolution, and follow-up for routine user problems, referring more complex problems to Tier 2, Tier 3, supervisor, or other technical staff.
Interviews user to collect information about problem and leads user through diagnostic procedures to determine source of error.
Following call flow as trained (designed to assist in asking all required and basic probing questions).
Logs and tracks all customer interactions using problem management software (ticketing system) and maintains thorough history records and related problem documentation.
Prepares standard statistical reports, such as help desk incident reports.
Adherence to schedules (published in the Workforce Management application).
Reviewing often as trained as schedules change with business needs.
Looking for:
Excellent Customer Service Focus.
Excellent Communication Skills.
Strong Active Listening Skills.
Ability to Build and Foster Customer Rapport.
Astute Learner.
Competent Trouble-shooting Skills.
Ability to Evaluate Customer Needs and Determine the Appropriate Options/Procedures.
Understands Quality and Performance Metrics and Resulting Impact to the Customer.
Proficient in Microsoft Operating Systems and Applications, Hardware/Software Support.
Previous Help Desk/Contact Center Experience Beneficial.
Experience at Institutions of Higher Education Beneficial.
Learning Management System Experience Beneficial.
CompTIA Certification or other similar IT Certifications is a plus
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AppleOne is proud to be an Equal Opportunity Employer. We believe in people, and we are committed to working with people of all backgrounds and connecting them with clients and companies who share our goals of diversity and inclusiveness. All qualified applicants will receive consideration for employment without regard to race, religion, ancestry, color, national origin, age, gender identity or expression, genetic information, marital status, medical condition, disability, protected veteran status, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable federal, state, or local laws.
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https://www.eeoc.gov/sites/default/files/2023-06/22-088_EEOC_KnowYourRights6.12.pdf
The pay transparency policy is available here:
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For temporary assignments lasting 13 weeks or longer, the Company is pleased to offer major medical, dental, vision, 401k and any statutory sick pay where required.
We are committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation for any part of the employment process, please contact your staffing representative who will reach out to our HR team.
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https://e-verify.uscis.gov/web/media/resourcesContents/E-Verify_Participation_Poster_ES.pdf