Student Help Desk Specialist I
Job Locations US-FL-Tampa
Job ID 2022-3590
Job Posting
UMA is a nonprofit healthcare educational institution with a national presence. Headquartered in Tampa, Florida and founded in 1994, UMA offers content-rich, interactive online programs as well as hands-on training at our Clearwater, Florida campus.
• Hourly pay rate: $18.00 per hour
• Medical (including prescription), Dental, Vision (UMA subsidized)
• FSA/HSA (Depending on Medical Plan chosen)
• $50,000 Life Insurance (UMA paid)
• Additional Voluntary Life Insurance (Team Member paid)
• Employee Assistance Program – EAP (UMA paid)
• Long Term Disability (UMA paid)
• Short Term Disability (Team Member paid)
• Supplemental Insurance such as Critical Illness, Accident, and Hospital (Team Member Paid)
• Paid Time Off – 15 days accrued in year 1, 9 holidays, and 1 day of Volunteering Time Off
• 401k (eligible upon completion of 90 days of employment and must be at least 21 years of age)
• Pet Insurance
• Identity Theft Protection
Purpose of the Position:
The Student Help Desk Specialist is responsible for, but not limited to, ensuring the timely triage, troubleshooting of technical issues via live phone, chat, and ticketed requests. This includes problem recognition, research, isolation, resolution, documentation, and follow-up steps. The Student Help Desk Specialist will also provide guidance and training for less-experienced team members.
The Student Help Desk Specialist reports to the Manager, Senior Manager, or Associate Director, Classroom Support.
Key Responsibilities:
Functional:
• Provides second level technical support responding to student requests via calls thru the Student Help Desk call queue and ticket submissions to the ticketing application.
• Monitors ticketing system and call queue to ensure all team goals are being met or succeeded.
• Answers incoming Classroom Support calls when high call volume is present, to maintain service level goals.
• Answer inbound student chats from various sources such as but, not limited to web, email, and SMS via UMAs chat system within the quality guidelines set in training.
• Ensures that assigned work tasks meet or exceed established Service Level agreements.
• Executes defined contact strategy for all ticketed student concerns.
• Continues ongoing development of their own technical knowledge to adapt to the technical needs to support our student population.
• Maintains high conversation quality during all internal and external interactions adhering to our call quality expectations.
• Maintains accurate documentation for all interactions and tasks completed.
• Utilizes remote workstation control and other troubleshooting tools as needed to resolve student technical issues.
• Provides technical guidance and training to team members.
• Creates and maintains detailed SOP and other documentation for technical knowledge resources for the Student Help Desk team as well as other benefitting departments in UMA .
• Document all call types that come in via the Classroom Support queue.
• Assess student technical and other issues and provide input on improving overall student experience.
Technical:
• Provide tier two technical support to students in support of the Learner Services/New Student Advisor roles.
• Experience with customized software packages to generate reports, as well as retrieve and track reporting data
• Experience with independently supervising multiple processes and activities simultaneously
• Provide ability and understanding of technical knowledge
Support Institutional Initiatives
• Keep current on institutional goals, objectives, and progress
• Engage in institutional sponsored activities and initiatives as appropriate
• Lead with courage in support of change initiatives that impact organization
• Provide feedback and input
Compliance:
• Demonstrates knowledge of, and carefully follows all applicable federal and state compliance requirements and regulations including those prescribed by the Department of Education, accrediting agencies, CIE, and internal UMA policies and procedures.
• Effectively communicates compliance requirements to students and other staff as appropriate and quickly escalates any compliance concerns to the Compliance department.
Work Experience, Skills & Abilities:
Minimum Requirements:
• Minimum High School diploma
• Able to support a diverse and inclusive work environment
• Able to professionally communicate in verbal and written English
• Proficient in MS Office (Word, Excel, PowerPoint) and other business tools such as Skype and Microsoft Teams
Preferred Requirements:
• Customer service experience
• Technical support experience
• Certifications, Licenses
Working Environment:
• Ability to work full-remote, on-site, or a hybrid attendance model
• Flexibility to work evenings and weekends as needed.
Physical Demands:
• Requires long periods of sitting at a desk working on a computer
• Requires occasional bending, stooping and squatting
• Requires occasional lifting of up to 10 lbs.
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