Demo

Contact center rep

TPI Global (formerly Tech Providers, Inc.)
Lake, FL Full Time
POSTED ON 1/7/2025 CLOSED ON 1/16/2025

What are the responsibilities and job description for the Contact center rep position at TPI Global (formerly Tech Providers, Inc.)?

Position : Contact Center Tech

Location : REMOTE

Duration : 03 Months Contract

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 inquires.
  • 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.
  • Prepares standard statistical reports, such as help desk incident reports.
  • Adherence to schedules (published in the Workforce Management application).
  • 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
  • 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
  • Last updated : 2024-11-07

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