Contact Center Tech Rep I

Tech Rep 1

3+ Months

Remote

Job Description

Expectations

Title Contact Center Tech Rep (36071949) 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 inquires.

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.

Prepares standard statistical reports, such as help desk incident reports.

Adherence to schedules (published in the Workforce Management application).

Reviewing often as schedules change with business needs.

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

Position Open to Candidates Residing in U.S. Only:

Eastern Time Zone.

Central Time Zone.

Mountain Time Zone.

Pacific Time Zone (California excluded).

Training Schedules:

Monday –Friday, beginning June 30th, 2025.

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.

July 4th no training due to the Independence Day holiday.

Production Schedules:

24X7/365 Contact Center, weekend/holiday schedule expectations.

Start on July 26th, 2025.

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).

Client 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.

Client Call Center Services Expectations of All Training Class Candidates:

Candidate must reside in and work from the U.S.

Access to a consistent high-speed internet connection (25 Mbps or higher) without data caps that will impede training or adhering to schedules.

Have a quiet place to take phone calls without interruptions from children, family members, barking dogs etc.

Own a desktop or laptop device with operating system Windows 10 or higher. No Chromebooks or Macs are allowed. During training week 1, all candidates will be required to use their own equipment, including webcam. Following provided directions, candidates are required to download and install a file, on their personal desktop/laptop, allowing access to the Contact Center’s cloud solution platform.

Client equipment will be shipped to candidates successfully completing week 1 training.

Candidates may use their own external monitor with the Client issued equipment.

If candidate drops prior to receipt of Client equipment, they are expected to reject the FedEx shipment when it arrives.

Candidates are required to download and install MFA software, on their personal mobile device, to provide secondary authentication to Client VPN.

Required to be always on camera during interview, training, and meetings.

Full-mandatory training class attendance.

Confirmed availability for post-training schedules.

Adherence to schedules.

Client Contact Center Services Expectations of Agencies:

Submit only qualified candidates.

The candidates you submit must meet all requirements and expectations defined in the job description.

Include proof of technical quiz with passing score, minimum 17 out of 20 correct. Do not provide candidates with the quiz answer key;agencies are expected to facilitate the quiz live via Webex/Zoom to ensure candidate is not researching answers online.

Note: The typing test and proof of score is waived for this class.

Be respectful of the Client team’s time and do not persistently ask to reschedule interviews due to not confirming with your candidate or your candidate’s confusion of time zones… There is limited Client staff and availability to reschedule interviews.

Review and accept all invitations for interviews in a timely manner, decline those where the candidate has become unresponsive.