What are the responsibilities and job description for the Tier 1 Support Specialist position at Full Sail University and Careers?
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Tier 1 Support Specialists provide the first level of technical support to students that are encountering a variety of technical-related issues as they use their computers, the online platform, and course-related materials, and as they progress through their courses and education.
Essential Duties and Responsibilities:
- Provide outstanding customer service and technical support to students during any interaction
- Support the functionality and use of the learning management system online platform
- Work professionally alongside other operational, technical, and education support teams to successfully assist students with presented issues in a timely manner
- Focus on one-call resolution, but also route cases to the appropriate individuals when necessary, provide answers and solutions to customer’s calls, and monitor intake of client communications
- Troubleshoot and research issues to identify root causes
- Work independently and with leadership to prioritize tasks, interpret information, and apply decision making skills to involve the necessary resources and contacts to address the issues
- Document all communication in order to determine next steps or to resolve student issues
- Meet face-to-face with students to provide technical support when needed
- Assist with company events, student events, and trainings
- Create reference materials, tutorials, and assets that will help agents and students troubleshoot issues successfully
- Work nights and weekends as required
Other Responsibilities:
- Adhere to the policies and procedures of Full Sail University
- Maintain strict confidentiality of company and personnel information
- Demonstrate a strong commitment to the mission and values of the organization
- Adhere to company attendance standards
- Perform other duties as assigned
Competencies:
- Ability to grasp technical details, learn quickly, retain many layers of information, and utilize new programs/tools
- Excellent communication skills and effective listening skills
- Professional and courteous demeanor that is service-orientated in nature
- Ability to multi-task; handle a phone queue and log transactions in a ticketing system in a fast-paced setting
- Quick learner and excellent problem solver
- Must be comfortable communicating across different mediums
Education and/or Experience:
- Bachelor’s degree and previous customer service and/or technical support experience required
Computer/Equipment Skills:
- Must have a working knowledge of the Apple operating system and Apple software
- Familiarity with the Windows operating system and baseline level functions
- Must be able to troubleshoot common computer issues (Internet connectivity, basic computer set-up, customization and preferences, software installation, various web browsers, etc.)
- Working knowledge of other software is preferred (Microsoft Office suite, Adobe suite, etc.)
Environmental Factors/Physical Demands:
Work is performed in an office environment. While performing the duties of this job, the employee is regularly required to have the ability to maintain active customer and employee communication; access, input and retrieve information from the computer system; enter alpha-numeric data into a computerized system often while listening on the telephone. May be subject to bending, reaching, kneeling, stooping, and lifting up to thirty (30) pounds. FSO Support services our students through late night shifts (open daily until 3 a.m.). Specialists must be able to work a flexible schedule including 10 hours per day, 4 days per week. Scheduling and shifts are always subject to change based on the needs of the business.
Full Sail is an Equal Opportunity Employer.