GENERAL SUMMARY: The Technical Support Specialist is responsible for assisting students and faculty with the online learning platform through exceptional customer service, product knowledge and support. ESSENTIAL DUTIES AND RESPONSIBILITIES: • Troubleshoots and resolves student and faculty technical issues by phone, email and chat in a timely and professional manner • Identifies and documents system issues requiring escalation to the engineering team • Works closely across departments and serves as a product specialist informing others on known issues, training opportunities and student resolutions • Creates and maintains user accounts; assists with course duplications and other administrative assignments • Delivers training sessions to students, faculty and staff on the use and features of the system • Creates and maintains relevant training and support documentation • Works on related tasks and projects as assigned QUALIFICATIONS: • Experience using Google suite products, specifically Google Drive and Docs • Strong computer, mobile and tablet functional and navigational skills • Familiarity with Microsoft, Apple and Chrome operating systems • A positive, customer centric attitude • Strong communication and teamwork skills with a strong aptitude for identifying problems and areas of improvement • Flexible to evolving responsibilities and a fluid work environment • Ability to learn quickly, work independently and take ownership of tasks, processes and solutions • Experience working in an educational environment a plus • Ability to work evenings, weekends and holidays