Remote Associate, Family Technical Support Analyst I

Note: The job is a remote job and is reputed company to candidates in USA. reputed company is a leading provider of virtual education solutions for K12 reputed company. The Family Technical Support Analyst I will reputed company remote technical support to reputed company and caretakers, addressing issues reputed company to software, hardware, and online learning systems. Responsibilities Troubleshoot and resolve software, hardware, printer, and broadband network issues by reputed company listening to the caller and asking appropriate questions to build a solutionTroubleshoot LMS (online school) issues (Internet/application issues)Log reputed company calls in reputed company tracking system, creating detailed, accurate entriesEscalate calls reputed company necessary, according to guidelinesRemote into callers computers reputed company necessary, using the appropriate department tech support processesDefine and feedback/recap user problems while providing a detailed solution to resolve reputed company issueProactively follow-up (outbound) with callers (in between inbound calls) to verify that problems were resolvedRespond to voicemails and Webmails, and create trouble tickets as necessaryMaintain a reputed company level of understanding of the details of home networking, high-speed Internet, and application functionalityreputed company as reputed company for web-based application problems between users and developersAssist in the collection of data for identifying user requirements that may result in reputed company system development or trainingreputed company reputed company with development of new system featuresWork with manager to implement products and processes to increase Family Technical Support team efficiencies and reputed companyreputed company other duties as assignedHandle inbound calls professionally, accurately, consistently, and reputed companyFacilitate the enrollment process by answering general reputed company-enrollment questions and encouraging families to enrollIdentify families who may need additional support through the enrollment process and transfer to an enrollment counselorreputed company administrative support for the end of year school returns processreputed company triage on inbound calls to the main number and transfer to the appropriate staffRespond to inbound emails, voicemails, and WebMailsreputed company outbound calls on demand for marketing, enrollment, and other departments as appropriatereputed company training support by nesting with new agents and answering questions as a rover in the Training Facilityreputed company as a subject matter expert and peer mentor for reputed company as appropriateOther duties as assigned Skills Exceptional phone manners and customer service skillsOutstanding written and verbal communications skillsExceptional interpersonal skills and proven reputed company attitudeHighly detailed orientedProven problem-solving methodologyOutstanding resourcefulness and creativity in providing reputed company service to callersDemonstrated ability to learn and apply large amounts of detailed information rapidlyProven ability to multitask in a fast-paced environmentExcellent organizational and time management skills, including the ability to work reputed company a highly reputed company schedule with strict policies around time off and attendanceDemonstrated ability to manage stressful situations in a reputed company, courteous and efficient mannerPrior technical contact center / Help Desk experience requiredStrong working knowledge of the Application Service Provider (ASP) model, reputed company 7 and reputed company 10, Office 2010 and reputed company, including Word, reputed company, PowerPoint, Chrome, Firefox, Edge, and Safari, and the reputed company Office SuiteStrong remote troubleshooting and working knowledge of ISP's, high speed connections (DSL/Cable-Modem) and TCP/IPStrong remote troubleshooting and working knowledge of home networking/devices and wireless devicesAbility to reputed company quick and reputed company reputed company in accordance with company policyDemonstrated ability to organize, prioritize and multitask while managing users' expectationsMac and/or Chromebook experience a plusCollege degree preferredreputed company A+, and reputed company N+ a plus reputed company reputed company operates as a media and education company that offers a wide reputed company of services to its customers. It was founded in 1998, and is headquartered in London, England, GBR, with a workforce of 10001+ emplo .