Technical Support Specialist - Online Division - Grand Canyon University

This is a Fully Remote Job About Our Client: The organization operates in the education technology industry, supporting students' access to online classrooms. It addresses challenges related to technical issues with e-learning platforms, ensuring students can engage effectively with their online educational resources. About the Opportunity: The TECHNICAL SUPPORT SPECIALIST is responsible for providing comprehensive technical assistance to students experiencing issues with online classroom access. This role is essential for maintaining uninterrupted learning by resolving technical problems through multiple communication channels, contributing directly to student satisfaction and educational continuity. Responsibilities: Provide support via telephone, email, live chat, and social media for online classroom access issues. Assist students with both basic and advanced troubleshooting and technology setup. Manage advanced browser-related troubleshooting for supported applications. Communicate with users throughout issue resolution to ensure timely completion. Collaborate with team members and other departments to resolve problems. Meet first contact resolution performance metrics. Work assigned alternate shifts to handle incoming requests. Document customer interactions and resolutions according to guidelines. Escalate issues to management when necessary. Report persistent or recurring technical issues to management. Engage effectively with callers, listening and analyzing technical issues. Navigate multiple applications to research solutions. Provide step-by-step instructions patiently. Handle conflict resolution calmly and professionally. Manage interactions with frustrated customers. Work independently in a structured virtual environment. Adhere strictly to assigned full-time schedules while handling high-volume calls. Operate at a desk using a wired headset in a fast-paced environment. Requirements: Customer-focused with professional and courteous communication. Ability to manage multiple cases simultaneously. Strong problem-solving and attention to detail. Personal ownership and follow-through on customer issues. Skilled in identifying steps necessary for problem resolution. Ability to learn e-learning software and applications. Experience functioning in a fast-paced call center environment. Willingness to work weekends, holidays, and evenings as assigned. Excellent written and verbal communication skills. Adaptable team player. Ability to multitask, prioritize, and maintain attention to detail. Self-motivated, positive, and calm under pressure. Call center or technical support experience preferred. Must pass pre-employment background check. Experience with university e-learning environments preferred but not required. Pay Range and Compensation Package: Hourly pay is $16.34 per hour. Equal Opportunity Statement: Our client is an equal opportunity employer. They celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, or national origin. Note: TalentHop is a recruitment partner of this role. Please note that all employment decisions, including candidate assessment, interviews, hiring, compensation, and employment terms, are made exclusively by the hiring employer.