Technical Support Specialist II

Grand Canyon Education, Inc.

Technical Support Specialist providing advanced technical assistance to university faculty via phone, chat, and email. Troubleshooting issues with classroom technology in a customer-focused environment.

Posted 6/26/2026full-timeRemote • 🇺🇸 United StatesJuniorMid-LevelWebsite

About the role

Key responsibilities & impact

Provides advanced, customer-focused technical assistance to university faculty across multiple channels, including phone, chat, and email.
Responsible for troubleshooting complex issues related to classroom technology and supported applications, resolving escalated cases, and ensuring timely, effective solutions.
Collaborates across teams to address technical challenges, maintains detailed case documentation, and consistently meets quality and service metrics.
Handles escalated issues and conducts advanced troubleshooting to effectively resolve problems.

Requirements

What you’ll need

Bachelor’s degree preferred.
A minimum of two years’ work experience in a call center/help desk environment.
Knowledge of University e-learning environments and software employed highly preferred, and/or a willingness to thoroughly learn software.
Ability to work on simultaneous multiple cases effectively; multitasking.
Solid problem solving/trouble shooting skills with strong attention to detail.
Able to demonstrate personal ownership of all customers’ issues and follow through to obtain desired results.
Good communication and interpersonal skills.
Good command of the English language.
Willingness and ability to work assigned shifts which may consist of weekends, holidays and evenings.
Must be able to pass pre-employment background investigations.

Benefits

Comp & perks

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Hard Skills & Tools

troubleshootingtechnical assistancecase documentationproblem solvingmultitaskingcustomer service

Soft Skills

communicationinterpersonal skillsattention to detailpersonal ownership

Certifications

Bachelor's degree