Technical Support Specialist

Technical Support Specialist at Net2Source (N2S) Technical Support Specialist at Net2Source (N2S) in Vienna, Virginia Posted in about 23 hours ago.

Type:

full-time

Job Description:

Job Title:

Technical Support Specialist (Contact Center )

Duration:

3 months (Possible Extension)

Location:

100% Remote (USA) Monday - Friday, beginning June 8th, 2026. 9am Eastern Time - 4:30pm Eastern Time. Full attendance mandatory. 30-minute lunch break per day (unpaid). Two 15-minute breaks per day (paid). Training length 3-weeks; Nesting 1-week. June 19th will be a regular scheduled training day (For the batch starting June 8th) July 4th no training due to the Independence Day holiday. (For both batches)

Production Schedules:

24X7/365 Contact Center, weekend/holiday schedule expectations. Start on July 6th, 2026. Five 8-hour shifts (not including lunch break). Mandatory scheduled work-days will range between Saturday - Friday. Schedules may vary from day to day based on business needs. Consecutive days off cannot be guaranteed. Schedules may be subject to change after being published, depending on operational needs. 40-hour work week by default; there will be flexibility to reduce production hours if the agent requires less. Some overtime will be scheduled during our Peak Periods. 30-minute lunch break per day (unpaid). Ellucian follows all state regulations regarding length of lunch periods, adjusting schedules accordingly. Two 15-minute breaks per day (paid). Upskilling to support additional customers will continue directly following training graduation, no exceptions.

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 inquired. 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.

Skills:

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 Ability to Evaluate Customer Needs and Determine the Appropriate Options/Procedures 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