Technical Support Specialist

Job Title: Technical Support Specialist (Contact Center )

Duration: 3 months (Possible Extension)

Location: 100% Remote (USA)

• Monday – Friday, beginning June 8th, 2026.
• 9am Eastern Time – 4:30pm Eastern Time.
• Full attendance mandatory.
• 30-minute lunch break per day (unpaid).
• Two 15-minute breaks per day (paid).
• Training length 3-weeks; Nesting 1-week.
• June 19th will be a regular scheduled training day (For the batch starting June 8th)
• July 4th no training due to the Independence Day holiday. (For both batches)

Production Schedules:

• 24X7/365 Contact Center, weekend/holiday schedule expectations.
• Start on July 6th, 2026.
• Five 8-hour shifts (not including lunch break).
• Mandatory scheduled work-days will range between Saturday - Friday.
• Schedules may vary from day to day based on business needs.
• Consecutive days off cannot be guaranteed.
• Schedules may be subject to change after being published, depending on operational needs.
• 40-hour work week by default; there will be flexibility to reduce production hours if the agent requires less.
• Some overtime will be scheduled during our Peak Periods.
• 30-minute lunch break per day (unpaid).
• Ellucian follows all state regulations regarding length of lunch periods, adjusting schedules accordingly.
• Two 15-minute breaks per day (paid).
• Upskilling to support additional customers will continue directly following training graduation, no exceptions.

Job Description:

Technically competent candidates will be trained to understand and use the designated ticketing system, handle basic Tier-1 support and troubleshooting, such as password resets, printer configurations, break/fix instructions as well as student service support (inquires related to registration, admissions, payments…)

Position Duties Include:

• Answers, evaluates, and prioritizes incoming telephone, e-mail, and chat requests for assistance from users experiencing problems with hardware, software, networking, and other computer-related technologies, as well as Learning Management Software (LMS).
• Relying on resources as trained (knowledge base, websites, support channels).
• Answers, evaluates, and prioritizes incoming student service telephone inquiries and user requests:
• Registrar: Support includes registration, class schedule adjustments, graduation, grades/transcripts, transfer credits, advising inquiries.
• Admissions: Support includes application, placement test, withdrawal inquiries.
• Bursar/Student Account: Support includes accounts, payments/payment plans, tuition/fees, billing inquiries.
• Financial Aid: FAFSA (Free Application for Federal Student Aid), eligibility, disbursement, refund, loan/scholarship inquired.
• Handles problem recognition, research, isolation, resolution, and follow-up for routine user problems, referring more complex problems to Tier 2, Tier 3, supervisor, or other technical staff.
• Interviews user to collect information about problem and leads user through diagnostic procedures to determine source of error.
• Following call flow as trained (designed to assist in asking all required and basic probing questions).
• Logs and tracks all customer interactions using problem management software (ticketing system) and maintains thorough history records and related problem documentation.

Skills:

• Position Requirements Include:
• Excellent Customer Service Focus
• Excellent Communication Skills
• Strong Active Listening Skills
• Ability to Build and Foster Customer Rapport
• Astute Learner • Competent Trouble-shooting Skills
• Ability to Evaluate Customer Needs and Determine the Appropriate Options/Procedures
• Understands Quality and Performance Metrics and Resulting Impact to the Customer
• Proficient in Microsoft Operating Systems and Applications, Hardware/Software Support
• Previous Help Desk/Call Center Experience Beneficial
• Experience at Institutions of Higher Education Beneficial
• Learning Management System Experience Beneficial
• Comp TIA Certification/s Beneficial