Support & Solutions Representative

Overview

Receive and resolve student and faculty inquiries in a fast-paced call- and web-based operations center, supporting Purdue Global students and faculty with technical and non-technical service requests.

What you'll do

• Receive and resolve student and faculty inquiries in the call and web-based operations center.
• Educate and troubleshoot technical support issues such as username/password, software and hardware, and provide general assistance with the University's platform tools.
• Identify and troubleshoot incidents, then document and retrieve pertinent information for logging, tracking and further escalation.
• Complete detailed summary forms of issues escalated to higher levels in the technology department.
• Meet assigned productivity goals such as number of contacts per hour, caller satisfaction and first call resolution of incidents.
• Solve multiple issues per call.
• Probe to prevent the need for further calls from students and faculty.
• Provide support for multiple internal departments including Admissions, Education Advising, Financial Aid, Career Services and Student Relations.
• Handle inquiries via phone, chat and email.
• Perform other duties as assigned by the Technical Support Manager, Supervisor, Team Leads, or other senior personnel.

What you'll need

• High School Diploma.
• 1+ years' related experience.
• Experience in an inbound technical support environment.
• Ability to use Microsoft Office programs, Windows OS, browsers, and to learn other business related applications as needed.
• Strong customer service skills.
• Ability to communicate accurate technical information and solutions through various media to a range of customers and resolve issues on the first contact.

Details

• Location: Remote/Nationwide, USA.
• Work schedule: Tuesday to Saturday, 3:00 pm to 12:00 am ET.
• Employee type: Employee; full-time positions are salary grade A, $31,200 to $78,647, with the specific offer based on qualifications, experience, education, skills and market data.