What are the responsibilities and job description for the Online Student Helpdesk Specialist position at ANDREW WOMMACK MINISTRIES INC?
Job Details
Description
Position Purpose:
The Online Student Helpdesk Specialist is a key member of the Online Helpdesk team, ensuring that all Online Students requests are resolved in a timely and encouraging manner. This Helpdesk Specialist position joins the team in being the main point of contact for all online students regarding student systems and technical assistance, with the unique, global opportunity to provide an excellent online experience to students in over 100 countries around the world.
This is a full-time position with flexibility offered to accommodate a Day School schedule for the right candidate. Day School, Saturday School, and Online School students are encouraged to apply, as well as non-students, especially alumni.
This position is on-site only; work from home is not available.
Essential Duties:
- Handle inbound phone calls, emails, and other means of communication from online students and staff to ensure those requests are routed to the appropriate department and resolved promptly.
- Open Service Tickets for each service request and proactively monitor aging requests, communicating appropriately.
- Maintain a comprehensive understanding of Charis' student-related needs and implement resolutions, including information around the Student Handbook, school schedule, and special events.
- Directly resolve tickets that are within the parameters of the Student Helpdesk training, including password reset requests, general troubleshooting, etc.
- 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 gaps on the Charis website, and make recommendations based on direct feedback from students.
- Identify major service gaps, and provide recommendations to the Online Student Helpdesk Supervisor.
- Collaborate with the On-campus Student Helpdesk team to ensure workflows maintain proper effectiveness and efficiency.
- Process payments on behalf of students, such as tuition and other fees, and remit reports to Charis Accounting when required.
- Attend AWM and Charis events, as directed, to assist in the student support efforts. These events may sometimes require weekend and evening work availability.
- Work with the Registrar and Admissions departments to ensure a streamlined student registration process.
- Troubleshoot student issues around login, email, and student portal access.
- Always maintain a professional attitude and demeanor in working with students and staff.
- Clearly and accurately communicate with staff and students promptly.
- Perform other duties as assigned by the Online Student Helpdesk Supervisor.
Qualifications
Knowledge, Skills, and Abilities:
- Results and customer service oriented.
- Excellent verbal and written communication skills
- Effective time management, organization, and administration with attention to detail.
- Initiative in seeking improvements and learning new methods/skills.
- Self-management and autonomy with little supervision.
- Effective contribution as a team member, and as an individual supporter.
- Professional, positive, and enthusiastic attitude during all aspects of the job.
- Conversational proficiency in speaking on the phone, leading one-on-one conversations, and using exceptional listening and problem-solving analysis with proper phone etiquette.
- Competency in learning and confidently utilizing multiple software programs and platforms.
- Comprehensively operate a computer and all of the Microsoft Office programs (Word, Excel, Outlook, and PowerPoint).
- High level of professionalism and discretion in dealing with sensitive and confidential information.
- Professionalism & diplomacy in communications with various cultures and diversities.
Requirements:
- Must have a personal relationship with Jesus Christ.
- Must sign the Statement of Faith.
- High School Diploma or equivalent education is required.
- Charis Bible College student or graduate is preferred.
- An associate 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 preferred.
- Experience with CRM (Customer Relationship Management) is a plus.
- Strong PC experience and use of websites of moderate complexity are required.
- 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, 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 Gods 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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Salary : $18 - $0