Student Advocate - Technical Support Specialist Backup

POSITION SUMMARY:

The Student Advocate will respond to student needs via phone, email, text and chat. The Advocate will pro-actively take full ownership of the student’s circumstance, managing a multi-channel communication toolkit to facilitate student Outcomes. In each student interaction, the Advocate will endeavor to remove barriers to student success, driving academic progression and managing tuition payments.

The primary objective of the backup is to assist with tech support issues while the Technical Support Specialist is not in the office, as well as during tech issues that affect the whole floor.  The primary mission is to ensure technical support help is available on the floor when needed.

ESSENTIAL FUNCTIONS:

  • Provide personalized service to shepherd prospective students toward graduation
  • Endeavor to inculcate and/or sustain hope in achievement for underserved and at-risk students
  • Assist students in unlocking latent potential
  • Assess and address student risk factors (financial, academic, motivational) by leveraging case-by-case relevant aspects of the Penn Foster system
  • Create shared accountabilities between students and Penn Foster, via a hospitality-based service methodology rooted in empathy, caring and action
  • Routinely demonstrate sound judgement, a pro-active nature and an exceptional ability to problem-solve
  • Assist with basic desktop support issues Advocates have throughout the day.
  • Answer questions from Advocates who are assisting students with technical issues. Which will include sending links to appropriate knowledgebase pages so Advocates can assist students while still on the phone.
  • Call back students to assist with escalated tech issues through the Student Care Tech Support Storms channel.
  • Submit Track It work orders to IT for issues that require additional work for Advocates technical issues.
  • Submit JIRA work orders for reported issues with the marketing site, student portal, as well as intranet sites.
  • Assist the Technical Support Specialist during floor wide tech issues, such as phone system crashes.

SKILLS & ABILITIES:

Education:  High School diploma or GED is required

Experience: Troubleshooting basic computer issues. Student Services training and three months + experience needed.

Computer Skills: Knowledge of Windows operating systems; Chrome, Firefox, and Internet Explorer; Microsoft Office 365; the different software used by Student Advocates; as well as computer hardware such as mice, monitors, and headsets.

*Other Requirements: Must complete and pass a technical knowledge test*

 

 

 

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