IT Student Support Representative

Shrewsbury, New Jersey, United States | IT | Part-time | Fully remote

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Title: IT Student Support Representative

Reports to:  IT Student Support Team Lead

Department:  Information Technology

Location: Fully-Remote 

Position: U.S Based, Part-time, Independent Contractor

Compensation: Up to $30 per hour depending on experience     



Job Summary

Here at iPEC, we pride ourselves on delivering superior customer service through energetic empathy and an unwavering commitment to excellence. In doing so, we create a relationship and environment with our coaches that serve as the embodiment of communication, collaboration, and empowerment.

In the Technical Support Service Representative role, you will have the opportunity to service requests both internally and externally. This formula not only allows for communal connection and team building but also affords the representative a genuine iPEC perspective on support and the importance of it in our mission of raising the consciousness of the world, one person at a time.

This is a remote position which allows our representatives the pleasure of choosing their own work environment. The remote model cultivates comfort and confidence in our reps, thus allowing them to put their best foot forward, each and every day.

 

Responsibilities and Duties

  • Google Suite management and maintenance
  • 3rd party application installations, updates, and troubleshooting
  • Site updates and maintenance (includes testing of updates)
  • Service request response and reporting (ticketing)
  • Develop user problem resolution process including maintaining key metrics to improve time-to-resolution
  • Assists in the design, coding, testing and maintaining of application tools and solutions 
  • Understands standard systems development lifecycle processes and applies our methodology effectively on client engagements 
  • Provides answers to users by identifying problems; researching answers; guiding users through corrective steps.
  • Exceptional customer service skills, listening, and interpersonal skills, respond to user queries either in person or over the phone
  • Improves user competency by writing and maintaining end-user documentation.
  • Participates in development of user training programs including manuals by identifying learning needs/trends; recommending instructional change and delivery methods.
  • Improves system performance by identifying problems; recommending changes.
  • Updates job knowledge by participating in educational opportunities; maintaining personal networks.

 

Qualifications and Skills

  • Knowledge of Netsuite (our ERP system; preferred not required)
  • Knowledge of Infusionsoft (preferred not required)
  • Knowledge of Hubspot (our CRM; preferred not required)
  • Experience with Microsoft Office applications
  • Experience with Adobe applications
  • Experience with Google applications
  • Strong problem solving skills
  • Technical background (via school or employment history; preferred not required)
  • Knowledge of Zoom (virtual meeting application)
  • Excellent verbal/written skills
  • Phone skills, ability to speak in a professional manner with high level executives 
  • Customer service skills
  • Excellent relationship management skills that build trust, collaboration, reliability and accountability. 
  • Ability to work in a team with effective interpersonal/communication skills
  • Results and deadline driven: must have a “can do” attitude. 
  • Proactive, self-starter who enjoys problem resolution, process improvement and technology work
  • Able to work independently with little direction and can multitask, handling various issues at once while being extremely productive and timely
  • Takes great pride and ownership in work and wants to join a GREAT TEAM!