Technical Support Analyst

College and Beyond LLC

. Monitor assigned case, email, chat, and phone queues .

Posted 10/2/2026full-timeChicago • Illinois • United StatesMid-LevelSenior💰 $40,000 - $45,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in customer service principles and technical support within a call center environment, with a focus on mentoring and training Customer Service Associates. Proficient in developing technical solutions and maintaining high-quality documentation while adhering to information security policies.

Highest-signal resume keywords

Customer Service PrinciplesTechnical Support ExpertiseMentoring and TrainingDocumentation SkillsHigher Education Industry Knowledge

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Technical SupportCase ManagementProblem ResolutionDocumentationTriageKnowledge Base DevelopmentUser ManagementCoachingService Level AgreementsInformation Security

Soft Skills

CommunicationCollaborationTime ManagementAdaptabilityLeadership

Tools & Technologies

BomgarActive DirectoryWiki ArticlesJob AidsCustomer Support Tools

Certifications & Qualifications

Associate's DegreePSC Training Modules

Industry Keywords

Call Center EnvironmentCustomer ServiceTechnical SupportHigher Education IndustryOn-Call Rotation

About the role

Key responsibilities & impact

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

Requirements

What you’ll need

Demonstrated understanding of customer service principles
Demonstrated expert knowledge of a customer environment
Successful completion of PSC and Professional Training Modules or equivalent industry experience
Maintain a high-performance score on customer service or equivalent industry experience
Availability to work a flexible schedule including nights, weekends, holidays, and on-call rotation
Intermediate knowledge of the higher education industry
Ability to work within tight time constraints and maintain call quality
Ability to provide excellent customer service
Ability to provide detailed, accurate, and quality documentation
Associate’s degree or equivalent experience
At least 3 years of customer service and technical background within a call center environment
Ability to work remotely, with onsite work 1-2 days per week required for candidates within a 60-mile radius of the Chicago, IL headquarters

Benefits

Comp & perks

Fully remote environment, subject to hybrid schedule for candidates within a 60-mile radius of the Chicago headquarters
Hybrid schedule of working onsite 1-2 days per week for eligible Chicago-area candidates
Training period provided
Professional training modules and online training resources
On-call rotation opportunity/requirement