College and Beyond LLC

Support Engineer

• Monitor assigned case, email, chat, and phone queues
• Serve as an immediate technical mentor to Customer Service Associates
• Provide real-time coaching on escalated issues
• Engage Technical Service Solutions Specialists and leadership regarding commonly escalated cases
• Assist with developing technical solutions and processes to streamline case handling
• Use Bomgar, Active Directory, and administrative access to user management websites for problem determination and resolution
• Participate in knowledge base development and partnership ownership
• Liaise between PSC teams and technical support representatives across departments
• Document support requests, troubleshooting steps, and resolution details
• Escalate cases outside the PSC with appropriate approval
• Report PSC-identified outages and notify relevant teams
• Serve as subject matter expert on case escalations and research inquiries
• Triage technical support issues and collaborate on workable resolutions
• Meet and exceed customer service and service level agreements
• Mentor Customer Service Associates through training, shadowing, and question support
• Participate in back-office department shadowing sessions
• Act as a member of leadership when leadership is unavailable
• Develop and deliver training materials for CSAs and TSAs
• Develop, train, and use Wiki articles and job aids
• Develop advanced knowledge of PSC technical support tools
• Adhere to information security policies and report security-related issues
• Work the 3PM-12AM Saturday-Wednesday shift; external training runs Sunday-Thursday, 8AM-5PM

Technical Support Analyst

Customer Support

• Serve as the front line to the Personal Support Center
• Field calls, emails, and chats while exceeding established service level agreements
• Perform first-level problem determination and troubleshooting
• Attempt to implement resolutions and escalate issues requiring additional access or higher-level knowledge
• Support customers through telephone, chat, and email simultaneously
• Work varied shifts in a 24x7x365 support department
• Document assigned cases and tasks, including troubleshooting steps
• Triage with upper-level agents to determine case resolution measures
• Maintain professional and respectful communication across face-to-face, phone, email, and chat interactions
• Adhere to information security policies and report security-related issues
• Collaborate with PSC employees, leadership, Technical Support Analysts, and other departments
• Escalate unresolved support requests
• Meet and exceed customer service level agreements and customer satisfaction ratings
• Utilize and update the PSC Wiki and other knowledge resources
• Participate in mentoring programs and peer mentoring
• Troubleshoot PC and Mac hardware, software, and network connectivity
• Assist with Learning Management System navigation and functionality
• Follow and participate in development of PSC policies and procedures
• Review training communications and PSC information sources

Customer Service Associate

System Administrator

• Monitor, support, and troubleshoot incidents related to enterprise infrastructure
• Apply patches to supported infrastructure to mitigate risk and enhance performance
• Ensure successful backups and platform recoverability
• Maintain security procedures and policies established by engineers
• Leverage IT technologies for rapid deployment and efficient capacity/utilization management
• Tune operating system and application performance
• Design, plan, and execute change-management activities during evenings, weekends, or as required
• Assist systems engineers with technical standards and documentation
• Identify and evaluate new products
• Provide resolutions for network problems
• Collaborate with systems engineering staff on cloud technologies and standard operating procedures
• Work with third-party vendors on troubleshooting and ticket escalation
• Maintain secure, reliable, highly available enterprise infrastructure and hosted applications aligned with service-level expectations

Technical Support Analyst

Customer Service Associate

Systems Administrator