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Technical Support Analyst

Collegis Education

Collegis Education

IT, Customer Service
Posted on Sunday, June 9, 2024

Collegis Education is a marketing and technology education solutions company that offers industry-leading services for colleges and universities of every size in every sector. Using a proactive and data-driven approach, Collegis Education empowers institutions to make a broader impact by providing insights that help grow enrollments, improve student outcomes and optimize expenses. With several decades of experience working within the higher education industry, the team at Collegis Education was founded within the walls of a college and expanded to help change more lives through education. Currently, the infrastructures established by Collegis Education support more than 40,000 students nationwide. For more information about Collegis Education, please visit www.CollegisEducation.com.

The Technical Support Analyst will serve as a mid-level subject matter expert on PSC support environments. The PSC Technical Support Analyst actively monitors assigned queues including but not limited to case, email, chat, and phone. The Technical Support Analyst serves as an immediate technical mentor to Customer Service Associates, providing real-time coaching on issues that are escalated to Technical Support Analysts that could be resolvable by a Customer Service Associate.

The Technical Support Analyst will actively engage Technical Service Solutions Specialists and leadership to provide insight into commonly escalated cases that could be resolved at the Customer Service Associate level. Collaboration with higher-level team members is a must as well as assisting with developing technical solutions and processes to streamline case handling procedures.

Technical Support Analysts will be granted a higher level of tools to utilize to assist with problem determination and resolution. Including Bomgar, Active Directory, and administrative access to various user management websites. Technical Support Analysts are also required to actively participate in knowledge base development and partnership ownership.

Primary Responsibilities, Essential Functions and Requirements:

Communication & Professionalism:

The Technical Support Analyst serves as a liaison between PSC Teams and technical support representatives on various departments engaged by the PSC. The Technical Support Analyst engages teams outside of the PSC to develop a collaborative relationship for creating support materials.

  • Be accountable for seeing tasks to completion by documenting all details and troubleshooting steps taken for each support request to eliminate repetitive steps.
  • Engage Technical Service Solutions Specialists or PSC Leadership for approval of case escalation outside of the PSC in an effort to expedite case resolution.
  • Ensure professional and respectful communication is maintained in all interactions including face-to-face, over the phone, via email, and via chat correspondences.
  • Serve as the secondary contact for reporting PSC-identified outages and engage all respective teams requiring notification of the outage.

Teamwork & Collaboration:

Teamwork and collaboration with PSC Staff and outside departments are critical elements to success within the PSC. The Customer Service Associate is a focal point for all inbound activities. It is critical to convey and maintain a collaborative environment to ensure the support requests are resolved properly and positively. It is of utmost importance that PSC staff members maintain a reassuring and positive atmosphere for the caller.

  • Serve as subject matter expert on assigned applications for case escalations and research inquiries.
  • Work with Customer Service Associate and Technical Service Solutions Specialists to triage technical support issues and engage external teams as needed to formulate workable resolutions to reported problems.
  • Meet and exceed customer service and service level agreements.
  • Participate in mentoring Customer Service Associates including providing 1-1 training, shadowing, answering questions, and being available within the communication platform to directly assist. peer-
  • Participate in back-office department shadowing sessions on a needed basis.
  • Act as a member of leadership when leadership is unavailable.

Commitment to Learning:

The PSC is a place in which systems and support models rapidly change. Support topics can vary on a day-to-day basis but can include PC & MAC troubleshooting (Hardware, Software, Network Connectivity, etc.), assisting with navigation and proper function of a Learning Management System (Online School Environment), as well as other current and future topics that will be introduced consistently. Being able to quickly learn these environments and manage the day-to-day variance is critical.

  • Develop and deliver training materials applicable to Customer Service Associates and Technical Support Analysts.
  • Actively develop, train, and utilize Wiki articles and job aids for specific applications as part of the responsibility of SME.
  • Participate in PSC training courses and online training resources.
  • Develop an advanced knowledge of PSC technical support tools.
  • Adhere to the appropriate information security policies based on the sensitivity of company data and report any security-related issues.
  • Demonstrated understanding of customer service principles.
  • Demonstrated expert Knowledge of a customer Environment.
  • Successful completion of PSC & Professional Training Modules or equivalent industry experience.
  • Maintain a PSC Performance above average score over the last 3 months.
  • Maintain a high-performance score on customer service or equivalent industry experience.
  • Availability to work a flexible schedule that may include nights, weekends, holidays, and on-call rotation.
  • Intermediate knowledge of the higher education industry.
  • Ability to work within tight time constraints and maintain call quality, provide excellent customer service, and provide detailed, accurate, and quality documentation.

Education, Certifications, and Licensures:

  • Associates Degree or equivalent experience

Collegis Education is committed to the policy that all persons shall have equal access to its programs, facilities, and employment without regard to race, color, creed, religion, national origin, sex, age, marital status, disability, public assistance status, veteran status, or sexual orientation.