Grand Canyon Education, Inc. · 4 hours ago
Technical Support Specialist
AZ Phoenix
Full-time
Onsite
New Grad, Entry LevelGrand Canyon Education, Inc. is a company focused on providing educational support to students. The Technical Support Specialist role involves assisting students with online classroom access through various communication channels while meeting call center activity targets.
Education
Responsibilities
Handles Technical Support Calls, chats, emails, and social media requests regarding online classroom access from students
Assists Students with basic and advanced troubleshooting, ongoing issues, and provides assistance on classroom technology setup
Handles advanced issues related to browser troubleshooting for supported applications
Follows through and communicates with the user while working the problem to ensure successful and timely completion of the problem
Works with team members and other GCU departments on behalf of the customer to resolve issues
Consistently meets first contact resolution metrics
Works alternate shift hours as assigned to handle the call in/ticket requests
Prepares required documentation related to customer requests and resolution and adheres to proper documentation guidelines
Determine when to escalate issues to management level for assistance
Inform management of persistent and recurring issues
Effortlessly engage with callers, actively listen, analyze, and isolate tech issues
Comfortably navigate multiple applications to research solutions
Multitask in systems while patiently providing step-by-step instructions
Calmly provide conflict resolution
Navigate frustrated customer situations
Work independently with discipline in a virtual environment
Work in a highly structured environment with strict adherence to your assigned full-time schedule taking high-volume inbound calls from customers
Work at a desk, wearing a wired headset, while talking to customers in a high-volume, fast-paced, and sometimes stressful environment
Qualification
Required
Must have a customer-focus, service orientation and professional and courteous manner
Ability to work on simultaneous multiple cases effectively
Solid problem solving/trouble shooting skills with strong attention to detail
Able to demonstrate personal ownership of all customers' issues and follow through to obtain desired results
Skilled in determining why and how, what steps or procedures are required in problem resolution
Ability to learn University E-Learning software and applications
Ability to function in a fast-paced call center environment
Willingness and ability to work assigned shifts which may consist of weekends, holidays and evenings
Excellent communication skills, written and verbal, to transmit information accurately and understandably
Team player with adaptability to changes in workload, systems, and processes
The ability to multi-task, prioritize, and remain detail-oriented
Self-motivated, positive, and friendly demeanor; ability to remain calm and professional in all situations
Call center or technical support experience highly desirable
Must be able to pass pre employment background check
Preferred
Previous experience with University e-learning environments and software
Company
Grand Canyon Education, Inc.
Grand Canyon Education (GCE) is an educational service company that provides an array of support services in the post-secondary education sector.
Founded in 1983
1001-5000 employees
Funding
Current Stage
Public CompanyTotal Funding
unknownKey Investors
Endeavour Capital
2008-11-21IPO
2005-01-01Private Equity
Leadership Team
Dilek Marsh
Chief Technology Officer
Andrea Oliver
HR Business Partner
Recent News
EIN Presswire
2026-01-16
2025-12-15
2025-11-07
Company data provided by crunchbase