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Technical Support Analyst
A company is looking for a Technical Support Analyst who will serve as a mid-level subject matter expert on Personal Support Center support environments. Key Responsibilities Monitor assigned queues and provide real-time coaching to Customer Service Associates on escalated issues Engage with Technical Service Solutions Specialists and leadership to resolve commonly escalated cases Participate in knowledge base development and create training materials for Customer Service Associates and Technical Support Analysts Required Qualifications Associate's degree or equivalent experience At least 3 years of customer service and technical background within a call center environment Demonstrated understanding of customer service principles and expert knowledge of a customer environment Availability to work a flexible schedule including nights, weekends, and holidays Intermediate knowledge of the higher education industry
A company is looking for a Technical Support Analyst who will serve as a mid-level subject matter expert on Personal Support Center support environments.
Key Responsibilities
Monitor assigned queues and provide real-time coaching to Customer Service Associates on escalated issues
Engage with Technical Service Solutions Specialists and leadership to resolve commonly escalated cases
Participate in knowledge base development and create training materials for Customer Service Associates and Technical Support Analysts
Required Qualifications
Associate's degree or equivalent experience
At least 3 years of customer service and technical background within a call center environment
Demonstrated understanding of customer service principles and expert knowledge of a customer environment
Availability to work a flexible schedule including nights, weekends, and holidays
Intermediate knowledge of the higher education industry