Technical Support Analyst
Fully remote mid-level support analyst on Collegis Education's Personal Support Center: monitors case, email, chat, and phone queues, mentors front-line associates, and resolves escalated student tech issues (PC/Mac, network, LMS) using Bomgar and Active Directory. Fixed shift 3PM-12AM Saturday-Wednesday.
- Compensation
- Not disclosed
- Location
- Remote Worker - N/A
- Work setup
- Remote
- Seniority
- Not specified
- Employment
- Not specified
- Experience
- Not specified
- Category
- It support
- Posted
Must have
- Monitor assigned PSC queues: case, email, chat, and phone
- Serve as immediate technical mentor to Customer Service Associates with real-time coaching on escalations
- Document all details and troubleshooting steps for each support request
- PC and Mac troubleshooting (hardware, software, network connectivity)
- Support navigation and proper function of the Learning Management System (online school environment)
- Use elevated tools: Bomgar, Active Directory, and admin access to user management websites
- Maintain professional and respectful communication face-to-face, by phone, email, and chat
- Meet and exceed customer service and service level agreements
- Participate in knowledge base development, Wiki articles, and job aids
- Develop and deliver training materials for CSAs and TSAs
- Act as a member of leadership when leadership is unavailable
- Adhere to information security policies and report security-related issues
- Work shift 3PM-12AM Saturday-Wednesday (training period Sunday-Thursday, 8am-5pm)
Full description
Description
Collegis Education is a marketing and technology education solutions company that offers industry-leading services for colleges and universities of every size in every sector. Using a proactive and data-driven approach, Collegis Education empowers institutions to make a broader impact by providing insights that help grow enrollments, improve student outcomes and optimize expenses. With several decades of experience working within the higher education industry, the team at Collegis Education was founded within the walls of a college and expanded to help change more lives through education. Currently, the infrastructures established by Collegis Education support more than 40,000 students nationwide. For more information about Collegis Education, please visit .
Position Summary:
The Technical Support Analyst (TSA) will serve as a mid-level subject matter expert on Personal Support Center (PSC) support environments. The PSC Technical Support Analyst actively monitors assigned queues including but not limited to case, email, chat, and phone and serves as an immediate technical mentor to Customer Service Associates, providing real-time coaching on escalated issues.
The Technical Support Analyst will actively engage Technical Service Solutions Specialists and leadership to provide insight into commonly escalated cases that could be resolved at the Customer Service Associate level. Collaboration with higher-level team members is a must as well as assisting with developing technical solutions and processes to streamline case handling procedures.
Technical Support Analysts will be granted a higher level of tools to utilize to assist with problem determination and resolution, including Bomgar, Active Directory, and administrative access to various user management websites. TSAs are also required to actively participate in knowledge base development and partnership ownership.
Shift Time:
3PM-12AM SATURDAY-WEDNESDAY
Training period (External): Sunday through Thursday, 8am – 5pm
Primary Responsibilities, Essential Functions and Requirements:Communication & Professionalism:
The Technical Support Analyst serves as a liaison between PSC Teams and technical support representatives on various departments engaged by the PSC. The TSA engages teams outside of the PSC to develop a collaborative relationship for creating support materials.
- Be accountable for seeing tasks to completion by documenting all details and troubleshooting steps taken for each support request, to eliminate repetitive steps.
- Engage Technical Service Solutions Specialists or PSC Leadership for approval of case escalation outside of the PSC to expedite case resolution.
- Ensure professional and respectful communication is maintained in all interactions including face-to-face, over the phone, via email, and via chat correspondences.