Student Helpdesk Specialist

Position Purpose:

The Student Helpdesk Specialist is a key member of the Student Helpdesk Team responsible for ensuring all student and guest requests are resolved in a timely and encouraging manner. This position serves as the main point of contact for all On Campus, US Extension and Online students regarding student systems and technical assistance.

This position is 40 hours per week and requires daytime availability, Monday through Friday. Work from home is not available as this position is on-site only.

Essential Duties:

• Handle inbound phone calls, emails, and other means of communication from students, staff, and guests, and ensure those requests are routed to the appropriate department and resolved in a timely manner
• Demonstrate critical thinking abilities, to include deductive reasoning, with a strong capacity for retaining and applying learned knowledge
• Create service tickets for service requests, proactively monitor aging requests, and communicate appropriately
• Maintain a comprehensive understanding of the student handbook, reference guide, schedules, and special events
• Maintain a comprehensive understanding of student-related needs
• Directly resolve tickets that are within the parameters of Student Helpdesk training by providing technical support to include password reset requests, login issues, student systems and email issues, portal access, and general troubleshooting, etc.
• Process payments on behalf of online students, such as tuition and other fees
• Adhere to all healthy KPIs and parameters as established by the helpdesk team, including appropriate call times, service resolution times, scheduled availability, service-failure reporting, etc.
• Identify service gaps and provide recommendations to the Student Helpdesk Supervisor based on data and direct feedback from students
• Attend AWM and Charis events as directed to assist in student support efforts. These events may require weekend and evening work
• Work with other Charis departments to ensure streamlined processes and effective, efficient workflows
• Maintain a professional attitude and demeanor while working with students and guests and addressing concerns from difficult or upset customers
• Provide encouragement and motivational support to students throughout their academic journey
• Perform other duties as assigned by the Student Helpdesk Supervisor

Knowledge, Skills, and Abilities:

• Must be customer service-oriented and results-driven
• Effective written and verbal communication skills
• Must be a self-starter and able to work independently with little supervision
• Demonstrated ability to work effectively as a team member or as an individual contributor
• Maintain a professional, positive, and enthusiastic attitude during all aspects of the job
• Excellent organizational and time management skills
• Must be comfortable speaking on the phone, leading one-on-one conversations, using exceptional listening and problem-solving skills, with excellent phone etiquette skills
• Ability to learn and confidently use multiple software programs and platforms, including SharePoint and Monday.com
• Can comprehensively operate a Windows-based computer and all associated Microsoft Office programs (Word, Excel, Outlook, and PowerPoint)
• Able to maintain a high level of professionalism and discretion in dealing with sensitive and confidential information
• Must have strong interpersonal skills and diplomacy working with diverse cultures and ethnicities

Requirements:

• Must have a personal relationship with Jesus Christ
• Must sign the Statement of Faith
• A high school diploma or equivalent education is required
• A Charis Bible College graduate is preferred
• Non-Day School student preferred
• An associate's degree or equivalent education is a plus
• Must pass all required checks

Experience:

• A minimum of one year of administrative experience is required
• A minimum of one year of customer service or Phone Center experience is required
• Helpdesk experience is greatly preferred
• Experience with SharePoint and Ticketing Systems is a plus
• Experience with CRM software or contact management is a plus
• Compensation is commensurate with experience

We offer a comprehensive benefits package for full-time employees to include the following: Medical, Dental, Vision, Paid Time Off (PTO), Paid Holidays per year (10), Flexible Spending Account (FSA)-Medical/Dependent Care, Health Savings Account (HSA), Voluntary Life and AD&D, Short Term Disability, Long Term Disability, 403(b) Retirement Plan, Life Assistance Program, Accident/Hospital, ID Shield/Legal Shield and Telehealth

About Us: Andrew Wommack Ministries (AWM) is a teaching ministry of unconditional love and the balance between grace and faith. For over forty years, Andrew and Jamie have been teaching the truth of the Gospel to the body of Christ by teaching at seminars, in churches, on radio and television, by training others at Charis Bible College, and by developing ministry materials designed to help you in your relationship with the Lord. We are a family here at AWM, we like to have fun, and we love Jesus. You will find that our culture reflects just that. Our core values demonstrate that we serve God’s people with Excellence, Faithfulness, and Integrity.

Are you interested in helping Andrew fulfill his vision to reach as far and as deep with the Gospel as possible?

If so, we are looking for someone faithful, available, willing to learn; and passionate about taking the Gospel Truth to the world.

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