Tier 1 Support Specialist

If you're looking for the chance to learn, grow, and make a contribution to the community, look at employment opportunities with Full Sail University. You'll find your choice of career opportunities, great benefits, an environment that welcomes and values creativity, and a work experience that is both challenging and rewarding!

Tier 1 Support Specialists provide the first level of technical support to students that are encountering a variety of technical-related issues as they use their computers, the online platform, and course-related materials, and as they progress through their courses and education.

Essential Duties and Responsibilities :

• Provide outstanding customer service and technical support to students during any interaction
• Support the functionality and use of the learning management system online platform
• Work professionally alongside other operational, technical, and education support teams to successfully assist students with presented issues in a timely manner
• Focus on one-call resolution, but also route cases to the appropriate individuals when necessary, provide answers and solutions to customer's calls, and monitor intake of client communications
• Troubleshoot and research issues to identify root causes
• Work independently and with leadership to prioritize tasks, interpret information, and apply decision making skills to involve the necessary resources and contacts to address the issues
• Document all communication in order to determine next steps or to resolve student issues
• Meet face-to-face with students to provide technical support when needed
• Assist with company events, student events, and trainings
• Create reference materials, tutorials, and assets that will help agents and students troubleshoot issues successfully
• Work nights and weekends as required

Other Responsibilities :

Competencies :

Education and / or Experience :

Computer / Equipment Skills :

Environmental Factors / Physical Demands :

Work is performed in an office environment. While performing the duties of this job, the employee is regularly required to have the ability to maintain active customer and employee communication; access, input and retrieve information from the computer system; enter alpha-numeric data into a computerized system often while listening on the telephone. May be subject to bending, reaching, kneeling, stooping, and lifting up to thirty (30) pounds. FSO Support services our students through late night shifts (open daily until 3 a.m.). Specialists must be able to work a flexible schedule including 10 hours per day, 4 days per week. Scheduling and shifts are always subject to change based on the needs of the business.

Full Sail is an Equal Opportunity Employer.