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ANDREW WOMMACK MINISTRIES INC

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Student Helpdesk Specialist

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Position Purpose:

The Student Helpdesk Specialist is a key member of the Student Helpdesk Team responsible for ensuring all student and guest requests are resolved in a timely and encouraging manner. This position serves as the main point of contact for all On Campus, US Extension and Online students regarding student systems and technical assistance.

This position is 40 hours per week and requires daytime availability, Monday through Friday. Work from home is not available as this position is on-site only.

Essential Duties:

  • Handle inbound phone calls, emails, and other means of communication from students, staff, and guests, and ensure those requests are routed to the appropriate department and resolved in a timely manner
  • Demonstrate critical thinking abilities, to include deductive reasoning, with a strong capacity for retaining and applying learned knowledge
  • Create service tickets for service requests, proactively monitor aging requests, and communicate appropriately
  • Maintain a comprehensive understanding of the student handbook, reference guide, schedules, and special events
  • Maintain a comprehensive understanding of student-related needs
  • Directly resolve tickets that are within the parameters of Student Helpdesk training by providing technical support to include password reset requests, login issues, student systems and email issues, portal access, and general troubleshooting, etc.
  • Process payments on behalf of online students, such as tuition and other fees
  • 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 service gaps and provide recommendations to the Student Helpdesk Supervisor based on data and direct feedback from students
  • Attend AWM and Charis events as directed to assist in student support efforts. These events may require weekend and evening work
  • Work with other Charis departments to ensure streamlined processes and effective, efficient workflows
  • Maintain a professional attitude and demeanor while working with students and guests and addressing concerns from difficult or upset customers
  • Provide encouragement and motivational support to students throughout their academic journey
  • Perform other duties as assigned by the Student Helpdesk Supervisor
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