Tier 1 Contact Center Support Analyst (Remote)

The Tier 1 Contact Center Support Analyst position is a full-time employment. The CC Support Analyst will be responsible for handling Level 1 incidents from students and faculty, and other related requests via the telephone and tickets. The goal is to maximize customer satisfaction and maximize the up time of the end user/customer production environment.

Essential Job Duties:

• Provide technical support in an inbound call center environment to the organization's’ students & administrative staff on multiple proprietary software platforms

• Provide assistance, such as password resets, MFA assistance, faculty support, etc.

• Demonstrate proper troubleshooting techniques including the use of probing questions and Remote Log In tool in order to properly diagnose technical issue or error message

• Escalate unresolved incidents to development and IT teams according to established procedures

• Maintain accountability and ownership of issue/support tickets

• Provide closed looped contact with end-users to verify final solution and determine satisfaction level

• Research end-user problems to determine root cause

• Participate in training required to develop and maintain skills necessary to support end-users and grow professional skills

Additional Job Duties (include but are not limited to):

• Ability to work a variety of shifts within a 24/7 support team

• Excellent written and verbal communication skills with the ability to clearly articulate solutions to complex technical problems

• Strong analytical skills to assess and evaluate students’ needs and determine appropriate courses of action

• Self-motivated and able to work effectively in a virtual team environment or independently

• Able to perform and manage multiple tasks efficiently and effectively

Minimum Requirements:

• Understanding of Office 365, and related technology

• Familiar with Remote Assistance software (i.e. Teamviewer, VPN, RDP)

• Competent to work with and learn a wide range of software products on a technical level

• Strong analytical, written, and verbal communication skills

• Strong customer service skills

• Must be able to work independently and make sound business decisions

• Excellent initiative, work ethic and creativity

• Ability to be flexible to the rapidly changing needs of the department and company

• Experience developing, planning, and implementing short and long-range goals

• Strong troubleshooting and time management skills

• Appreciation for impacts of application problems on customer business processes

• Skill in examining and re-engineering operations and procedures, formulating policy, and developing and implementing new strategies and procedures is preferred

• Basic knowledge of Active Directory is preferred

• Experience with phone systems is preferred

• Experience with video communication software

Preferred Qualifications:

• Bachelor’s Degree is preferred.

For more information regarding this position, please contact us at careers@uagc.edu .

UAGC shall, in all solicitations or advertisements for all employees placed by or on behalf of UAGC, state that all applicants who are qualified will receive consideration for employment without regard to sex, race, color, religion, sexual orientation, national origin, ancestry, citizenship, pregnancy, marital status, registered domestic partnership status, age, physical disability, mental disability, genetic information, gender identity, military or veteran status, service in the uniformed services, or any other consideration made unlawful by federal, state or local laws.

Where higher education meets technology – that’s The University of Arizona Global Campus. At UAGC, students discover relevant degree programs, innovative technology, and cherished tradition. UAGC offers associate, bachelor’s, and master’s online degree programs. The mission of UAGC is to provide high-quality, accessible, lower cost, and innovative, educational programs that meet the diverse needs of individuals pursuing advancement in their lives, professions, and communities. For more information, please visit www.uagc.edu , Facebook (https://www.facebook.com/UniversityOfArizonaGlobalCampus/) , Instagram (https://https://www.instagram.com/uazglobalcampus/) , LinkedIn (https://https://www.linkedin.com/company/university-of-arizona-global-campus/) or Twitter (https://www.twitter.com/UAZGlobalCampus) .