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Customer Service Technical Support Administrator

Company: myGwork
Location: Hartford
Posted on: November 16, 2021

Job Description:

Position Summary: The Student Tech Support Blended Agent Tier 2 will work in our Columbia contact center primarily providing student technical support services to students and caretakers as they set up and use our technology to learn at a distance, from initial startup, troubleshooting, and virus/spyware removal, to resolution of software, hardware, printer, and broadband network issues. Student Tech Support Responsibilities: Troubleshoot and resolve software, hardware, printer, and broadband network issues by actively listening to the caller and asking appropriate questions to build a solution Troubleshoot LMS (online school) issues (Internet/application issues) Log all calls in call tracking system, creating detailed, accurate entries Escalate calls when necessary, according to guidelines Remote into callers computers when necessary, using the appropriate student tech support processes Define and feedback/recap user problems while providing a detailed solution to resolve each issue Proactively follow-up (outbound) with callers (in between inbound calls) to verify that problems were resolved Respond to voicemails and Webmails, and create trouble tickets as necessary Maintain a current level of understanding of the details of home networking, high-speed Internet, and application functionality Act as liaison for web-based application problems between users and developers Assist in the collection of data for identifying user requirements that may result in future system development or training Keep current with development of new system features Work with manager to implement products and processes to increase Student Tech Support team efficiencies and quality Perform other duties as assigned, including manual labor, such as staging materials, packing, inventory, and delivery Customer Connections Support Responsibilities: Handle inbound calls professionally, accurately, consistently, and efficiently Facilitate the enrollment process by answering general pre-enrollment questions and encouraging families to enroll Identify families who may need additional support through the enrollment process and transfer to an enrollment counselor Provide administrative support for the end of year school returns process Perform triage on inbound calls to the main number and transfer to the appropriate staff Respond to inbound emails, voicemails, and WebMails Place outbound calls on demand for marketing, enrollment, and other departments as appropriate Provide training support by nesting with new agents and answering questions as a rover in the Training Facility Act as a subject matter expert and peer mentor for the team as appropriate Other duties as assigned Requirements: Exceptional phone manners and customer service skills Outstanding written and verbal communications skills Exceptional interpersonal skills and proven positive attitude Highly detailed oriented Proven problem-solving methodology Outstanding resourcefulness and creativity in providing timely service to callers Demonstrated ability to learn and apply large amounts of detailed information rapidly Proven ability to multitask in a fast-paced environment Excellent organizational and time management skills Demonstrated ability to manage stressful situations in a calm, courteous and efficient manner Prior technical contact center / Help Desk experience required Strong working knowledge of the Application Service Provider (ASP) model, Windows 7 and Windows 10, Office 2010 and later, including Word, Excel, PowerPoint, Chrome, Firefox, Edge, Internet Explorer and Safari, and the Google Office Suite Mac experience a plus Strong remote troubleshooting and working knowledge of ISPs, high speed connections (DSL/Cable-Modem) and TCP/IP Strong remote troubleshooting and working knowledge of home networking/devices and wireless devices Ability to make quick and clear decisions in accordance with company policy Demonstrated ability to organize, prioritize and multitask while managing users expectations College degree preferred CompTIA A+, and CompTIA N+ a plus The position is open to applicants in any state, and hourly rates, while generally between $19-21/hr may vary depending on a location's minimum wage. The anticipated starting hourly wage for Colorado-based individuals expressing interest in this position is $19.00. This position is not eligible to participate in an incentive program. Benefits available to eligible employees can be seen at: https://pearsonbenefitsus.com/ Learning is the most powerful force for change in the world. More than 20,000 Pearson employees deliver our products and services in nearly 200 countries, all working towards a common purpose to help everyone achieve their potential through learning. We do that by providing high quality, digital content and learning experiences, as well as assessments and qualifications that help people build their skills and grow with the world around them. We are the worlds leading learning company. Learn more at pearsonplc.com. Pearson believes that wherever learning flourishes, so do people. We are committed to being an anti-racistcompany in everything we do. We value the power of an inclusive culture and a strong sense of belonging. We promote a culture where differences are embraced, opportunities are accessible, consideration and respect are the norm, and all individuals are supported in reaching their full potential. Through our talent, we believe that diversity, equity, and inclusion make us a more innovative and vibrant place to work. People are at the center, and we are committed to a sustainable environment and workplace where talent can learn, grow, and thrive. To learn more about Pearsons commitment to a diverse and inclusive workforce, please click here: http://www.pearson.com/careers/diversity-and-inclusion.html Pearson is an Affirmative Action and Equal Opportunity Employer and a member of E-Verify. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. The more inclusive we are, the better our work will be. All employment is decided based on qualifications, merit, and business need.All qualified applicants will receive consideration for employment without regard to race, ethnicity, color, religion, sex, sexual orientation, gender identity, gender expression, age, national origin, protected veteran status, disability status, or any other group protected by law. Job: CUSTOMER SERVICE Organization: North America Connections Schedule: FULL_TIME Req ID: 1132 This employer is a corporate member of myGwork, the business community for LGBTQ+ professionals, students, inclusive employers & anyone who believes in workplace equality.

Keywords: myGwork, Hartford , Customer Service Technical Support Administrator, IT / Software / Systems , Hartford, Connecticut

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