The Technical Support Specialist at Grand Canyon Education provides front-line support to GCU students navigating their online classroom. In this fast-paced, high-volume environment, you’ll assist students via phone, email, chat, and social media with troubleshooting access issues, resolving technical problems, and using classroom technology. This role is ideal for someone who is tech-savvy, customer‑focused, and able to multitask while delivering calm, clear, and friendly support. You’ll work independently, manage multiple systems at once, and take ownership of resolving issues to ensure every student receives timely, accurate help. SHIFT: Sunday - Thursday 3PM - 12AM Must reside in Arizona ESSENTIAL FUNCTIONS: Include, but are not limited to, the following: Handles Technical Support Calls, chats, emails, and social media requests regarding online classroom access from students. Assists Students with basic and advanced troubleshooting, ongoing issues, and provides assistance on classroom technology setup. Handles advanced issues related to browser troubleshooting for supported applications. Follows through and communicates with the user while working the problem to ensure successful and timely completion of the problem. Works with team members and other GCU departments on behalf of the customer to resolve issues. Consistently meets first contact resolution metrics. Works alternate shift hours as assigned to handle the call in/ticket requests. Prepares required documentation related to customer requests and resolution and adheres to proper documentation guidelines. Determine when to escalate issues to management level for assistance. Inform management of persistent and recurring issues Effortlessly engage with callers, actively listen, analyze, and isolate tech issues Comfortably navigate multiple applications to research solutions Multitask in systems while patiently providing step-by-step instructions Calmly provide conflict resolution Navigate frustrated customer situations Work independently with discipline in a virtual environment Work in a highly structured environment with strict adherence to your assigned full-time schedule taking high-volume inbound calls from customers. Work at a desk, wearing a wired headset, while talking to customers in a high-volume, fast-paced, and sometimes stressful environment QUALIFICATIONS: