AppleOne Hiring for Remote Helpdesk Tier 1 at Orlando, FL Full Time

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). o Relying on resources as trained (knowledge base, websites, support channels). • Answers, evaluates, and prioritizes incoming student service telephone inquiries o Registrar: Support includes registration, class schedule adjustments, graduation, grades/transcripts, transfer credits, advising inquiries. o Admissions: Support includes application, placement test, withdrawal inquiries. o Bursar/Student Account: Support includes accounts, payments/payment plans, tuition/fees, billing inquiries. o 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 superiors • Interviews user to collect information about problem and leads user through diagnostic procedures to determine source of error. • Logs and tracks all customer interactions using problem management software (ticketing system) and maintains thorough history records and related problem documentation. • Prepares standard statistical reports, such as help desk incident reports. • Adherence to schedules (published in the Workforce Management application). o Reviewing often as trained as schedules change with business needs. 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 Expectations: • Access to a consistent high-speed internet connection (25 Mbps or higher) without data caps that will impede training or adhering to schedules. • Have a quiet place to take phone calls without interruptions from children, family members, barking dogs etc. • Own a desktop or laptop device with operating system Windows 10 or higher. During training week 1, all candidates will be required to use their own equipment including webcam. o Provide mailing address and best contact phone number to trainer. (Necessary to ship equipment.) • Required to be on camera at all times during interview, training, and meetings. • Full-mandatory training class attendance. Training Schedules: • Monday • Friday beginning June 8th, 2022 • 9am Eastern Time • 4:30pm Eastern Time Production Schedules: • Production schedules begin Thursday June 30th • 8-hour shifts (not including lunch break) • Morning shift start-time • Working weekends require • 2 weekdays off per week AppleOne is proud to be an Equal Opportunity Employer. Pursuant to applicable state and municipal Fair Chance Laws and Ordinances, we will consider for employment qualified applicants with arrest and conviction records.

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0-1 years