Associate- Customer Support
Job Description
We’re looking for a skilled Tier-1 Support Agent to join our team and deliver exceptional technical and student service support. In this role, you’ll serve as the first point of contact for users seeking assistance with hardware, software, basic troubleshooting, and academic service inquiries. You’ll use your problem-solving abilities, customer-first mindset, and knowledge of ticketing systems to resolve issues efficiently and professionally.
• Answer, evaluate, and prioritize incoming support requests across phone, email, and chat.
• Provide Tier-1 troubleshooting for password resets, printer setup, break/fix instructions, LMS access, and basic technical issues.
• Use knowledge bases, support channels, and trained resources to resolve user concerns.
• Conduct user interviews to gather problem details and guide them through diagnostic steps.
• Recognize, research, isolate, resolve, and follow up on routine issues; escalate complex cases to Tier 2/3 or appropriate teams.
• Deliver student service support across:• Registrar: Registration, class adjustments, graduation, transcripts, transfer credits.
• Admissions: Applications, placement testing, withdrawals.
• Bursar/Student Accounts: Payments, payment plans, tuition/fees, billing inquiries.
• Financial Aid: FAFSA, eligibility, disbursements, refunds, loan/scholarship inquiries.
• Follow established call flows to ensure complete and accurate information gathering.
• Log all interactions in the ticketing system and maintain detailed documentation.
• Generate standard reports such as Contact Center incident summaries.
• Adhere to published Workforce Management schedules and adjust as business needs evolve.
Requirements
Function: Customer Service
Experience Level: Associate