Specialist I, Learner Technology

The Specialist, Learner Technology responds to and resolves learner technical needs as the first point of contact upon outreach from learners. The incumbent supports learners timely resolution of Tier 1 technical issues to support programmatic outcomes.

• Answers phone calls, emails, and chats with the highest level of professionalism and care

• Ensures follow up and resolution or escalation of learner technical issues

• Maintains a basic knowledge of all College services and performs soft transfers as needed

• Uncovers patterns of concerns and escalates them to the appropriate party

• Assists with the resolution of concerns raised in learner satisfaction surveys

• Works with learners in accordance with the policies outlined in the College Catalog

• Participates in the successful implementation of other functional projects as they arise

Qualifications

• A high school diploma is required, some college from an accredited institution is preferred

• Demonstrated proficiency in Microsoft Office is required

• Prior experience with help-desk ticketing is preferred

• Willingness to work evenings and weekends as required