Technical Support Analyst

Technical Support Analyst

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.

The Technical Support Analyst (TSA) will serve as a mid-level subject matter expert on Personal Support Center (PSC) support environments. The PSC Technical Support Analyst actively monitors assigned queues including but not limited to case, email, chat, and phone and serves as an immediate technical mentor to Customer Service Associates, providing real-time coaching on escalated issues.

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. TSAs are also required to actively participate in knowledge base development and partnership ownership.

Shift Time: 3PM-12AM SATURDAY-WEDNESDAY

Training period (External): Sunday through Thursday, 8am – 5pm

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 TSA 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 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 Technical Support Analyst is a focal point for all inbound activities. It is critical to convey and maintain a collaborative environment to ensure support requests are resolved properly and positively. It's of utmost importance that PSC staff members maintain a reassuring and positive atmosphere for the caller.

• Serve as subject matter expert on case escalations and research inquiries.
• Work with CSA and Technical Service Solutions Specialists to triage technical support issues and engage external teams 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.
• 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. Quickly learning these environments and managing the day-to-day variance is critical.
• Develop and deliver training materials applicable to CSAs and TSAs.
• Actively develop, train, and utilize Wiki articles and job aids for specific applications.
• 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.

Requirements

Experience and Qualifications:

• 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 high-performance score on customer service or equivalent industry experience.
• Availability to work a flexible schedule including 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.
• Associate's degree or equivalent experience.
• At least 3 years of customer service and technical background within a call center environment.

Remote/Hybrid Policy: This role offers the flexibility of a fully remote environment. However, in alignment with our commitment to collaboration and team engagement, candidates within a 60-mile radius of our Chicago, IL headquarters will be expected to follow a hybrid schedule, working onsite 1-2 days per week to support in-person connection and cross-functional partnership.

Beware of scams: Please note that all inquiries regarding Collegis Education job postings will come from an email domain of @mail.paylocity.com or @collegiseducation.com.

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.

Salary Description $40,000.00 - $45,000.00 annually