Job Title: Technical Support Specialist (Contact Center )
Duration: 3 months (Possible Extension)
Location: 100% Remote (USA)
- Monday – Friday, beginning June 8th, 2026.
- 9am Eastern Time – 4:30pm Eastern Time.
- Full attendance mandatory.
- 30-minute lunch break per day (unpaid).
- Two 15-minute breaks per day (paid).
- Training length 3-weeks; Nesting 1-week.
- June 19th will be a regular scheduled training day (For the batch starting June 8th)
- July 4th no training due to the Independence Day holiday. (For both batches)
Production Schedules:
- 24X7/365 Contact Center, weekend/holiday schedule expectations.
- Start on July 6th, 2026.
- Five 8-hour shifts (not including lunch break).
- Mandatory scheduled work-days will range between Saturday - Friday.
- Schedules may vary from day to day based on business needs.
- Consecutive days off cannot be guaranteed.
- Schedules may be subject to change after being published, depending on operational needs.
- 40-hour work week by default; there will be flexibility to reduce production hours if the agent requires less.
- Some overtime will be scheduled during our Peak Periods.
- 30-minute lunch break per day (unpaid).
- Ellucian follows all state regulations regarding length of lunch periods, adjusting schedules accordingly.
- Two 15-minute breaks per day (paid).
- Upskilling to support additional customers will continue directly following training graduation, no exceptions.
Job Description:
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).
- Relying on resources as trained (knowledge base, websites, support channels).
- Answers, evaluates, and prioritizes incoming student service telephone inquiries and user requests:
- Registrar: Support includes registration, class schedule adjustments, graduation, grades/transcripts, transfer credits, advising inquiries.
- Admissions: Support includes application, placement test, withdrawal inquiries.
- Bursar/Student Account: Support includes accounts, payments/payment plans, tuition/fees, billing inquiries.
- 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.
- 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.
Skills:
- 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
