Tier 1 Contact Center Support Analyst

This position will provide support to University of Arizona Global Campus (UAGC). The Tier 1 Contact Center Support Analyst will be responsible for handling Level 1 incidents from students and faculty, and other related requests via the telephone and tickets. They will work to maximize customer satisfaction and maximize the up time of the end user/customer production environment.

The position will be part of a 24/7 support team. A compressed work week of 4, 10hr shifts is common.

Candidates working anywhere in the U.S. may be considered for a remote assignment

Outstanding UA benefits include health, dental, and vision insurance plans; life insurance and disability programs; paid vacation, sick leave, and holidays; UA/ASU/NAU tuition reduction for the employee and qualified family members; retirement plans; access to UA recreation and cultural activities; and more!

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• Provide technical support in an inbound call center environment to the organizations' students & adjunct faculty on multiple proprietary software platforms.
• Provide assistance, such as password resets, MFA assistance, virtual classroom support, etc.
• Demonstrate proper troubleshooting techniques including the use of probing questions in order to properly diagnose technical issue or error message.
• Escalate unresolved incidents to development and IT teams according to established procedures.
• Maintain accountability and ownership of issue/support tickets. Provide closed looped contact with end-users to verify final solution and determine satisfaction level.
• Research end-user problems to determine root cause.
• Participate in training required to develop and maintain skills necessary to support end-users and grow professional skills.

Knowledge, Skills, Abilities

• Understanding of Office 365, and related technology.
• Competent to work with and learn a wide range of software products on a technical level.
• Strong analytical, written, and verbal communication skills.
• Strong customer service skills.
• Must be able to work independently and make sound business decisions.
• Excellent initiative, work ethic and creativity.
• Ability to be flexible to the rapidly changing needs of the department and company.
• Strong troubleshooting and time management skills.
• Appreciation for impacts of application problems on customer business processes.
• Excellent written and verbal communication skills with the ability to clearly articulate solutions to complex technical problems.
• Strong analytical skills to assess and evaluate students' needs and determine appropriate courses of action.
• Self-motivated and able to work effectively in a virtual team environment or independently.
• Able to perform and manage multiple tasks efficiently and effectively.
• Basic knowledge of Active Directory is preferred.
• Skill in examining and re-engineering operations and procedures, formulating policy, and developing and implementing new strategies and procedures is preferred.

• High school diploma or high school diploma equivalency required AND minimum of 5 years of relevant experience.

• Experience with phone systems is preferred.
  
  
• Experience with video communication software.