Contact Center Tech Rep I

Maxonic maintains a close and long-term relationship with our direct client. In support of their needs, we are looking for a

• 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). o Relying on resources as trained (knowledge base, websites, support channels).
• Answers, evaluates, and prioritizes incoming student service telephone inquiries and user requests: o Registrar: Support includes registration, class schedule adjustments, graduation, grades/transcripts, transfer credits, advising inquiries. o Admissions: Support includes application, placement test, withdrawal inquiries. o Bursar/Student Account: Support includes accounts, payments/payment plans, tuition/fees, billing inquiries. o 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. o 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). o Reviewing often as trained 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
• Customer Service
• Excellent Communication Skills
• Fast Learner
• Learning Management Systems
• Call Center Metrics