• Proporcionar soporte funcional y técnico a usuarios de plataformas LIMS. • Investigar, diagnosticar y resolver incidentes y problemas relacionados con el sistema. • Apoyar actividades de configuración, mantenimiento y mejora continua de la solución. • Participar en pruebas funcionales y validación de cambios cuando sea necesario. • Documentar procedimientos, incidencias y soluciones. • Colaborar con equipos técnicos y usuarios de negocio en un entorno internacional.

• Installation and maintenance of the software and hardware, to include but not limited to account management, user privileges, local group policy, local software testing, restoration operations, contingency planning, and local backups. • Monitor system health, logs, and alerts; perform initial triage and escalate issues when they exceed defined scope. • Provision, configure, and maintain workstations, laptops and mobile devices under documented standards. • Administer user accounts, permissions, and file systems in accordance with approved access controls and security policies. • Maintain accurate system documentation, asset records, and inventories using the Maximo ticketing system. • Ensuring updates and patches are completed and locally downloaded. • Provide timely remote User support to resolve technical problems, including diagnosing hardware and software issues, network connectivity issues, password resets and account management. • Participate in on-call or after-hours support rotations as required.

Role Description Grand Canyon University is seeking a customer‑focused and tech‑savvy Technical Support Specialist to provide exceptional support to students accessing their online classroom environment. This role is essential in ensuring that students receive timely, accurate, and solution‑oriented assistance through phone, email, live chat, and social media channels. The Technical Support Specialist plays a key part in supporting student success by troubleshooting technical issues, guiding users through system navigation, and delivering a positive and professional support experience. This position requires strong communication skills, the ability to work efficiently in a high‑volume call center environment, and a commitment to delivering service that reflects GCU’s mission and student‑centered values. The Specialist will collaborate with internal teams to resolve complex issues, maintain detailed documentation, and consistently meet performance and quality standards. This role supports students during the 3PM–12AM shift and requires adaptability, patience, and a desire to help learners overcome technical barriers. Essential Functions - 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. - Determines when to escalate issues to management level for assistance. - Informs management of persistent and recurring issues. - Effortlessly engages with callers, actively listens, analyzes, and isolates tech issues. - Comfortably navigates multiple applications to research solutions. - Multitasks in systems while patiently providing step-by-step instructions. - Calmly provides conflict resolution. - Navigates frustrated customer situations. - Works independently with discipline in a virtual environment. - Works in a highly structured environment with strict adherence to your assigned full-time schedule taking high-volume inbound calls from customers. - Works at a desk, wearing a wired headset, while talking to customers in a high-volume, fast-paced, and sometimes stressful environment. Qualifications - Must have a customer-focus, service orientation and professional and courteous manner. - Ability to work on simultaneous multiple cases effectively. - 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. - Skilled in determining why and how, what steps or procedures are required in problem resolution. - Ability to learn University E-Learning software and applications. - Ability to function in a fast-paced call center environment. - Willingness and ability to work assigned shifts which may consist of weekends, holidays and evenings. - Excellent communication skills, written and verbal, to transmit information accurately and understandably. - Team player with adaptability to changes in workload, systems, and processes. - The ability to multi-task, prioritize, and remain detail-oriented. - Self-motivated, positive, and friendly demeanor; ability to remain calm and professional in all situations. Requirements - Call center or technical support experience highly desirable. - Must be able to pass pre-employment background check. - Previous experience with University e-learning environments and software preferred but not required. Company Description

• Serve as an escalation point for Tier 1 support analysts, resolving complex Salesforce access, configuration, and data issues • Manage internal client relationships by carrying out advanced Salesforce requests and providing consistent, proactive communication to business stakeholders • Produce, update, and maintain best practice Salesforce support documentation, runbooks, and knowledge base articles • Provide detailed incident summaries, root cause analysis, and propose long-term solutions for recurring platform issues • Troubleshoot and resolve advanced Salesforce issues including sharing rule conflicts, permission set group assignments, complex profile configurations, and OWD (Org-Wide Default) related access problems • Configure and maintain declarative automation including flows, validation rules, approval processes, and process builders under change management guidelines • Perform advanced data operations using Data Loader, Workbench, and SOQL queries; support data quality initiatives including deduplication, mass updates, and data migrations • Build and modify reports, dashboards, and report types to support business reporting needs • Maintain and update ServiceNow tickets daily with accurate, reproducible details and ensure SLA adherence across the Salesforce support queue • Support release management activities including sandbox refreshes, change set deployments, and post-deployment validation in production • Monitor Salesforce platform health including API limits, storage usage, license thresholds, integration failures, and scheduled job errors; report and remediate issues immediately • Coordinate with Salesforce Platform Engineering on bug triage, defect resolution, and enhancement requests • Lead Salesforce training sessions, office hours, and onboarding walkthroughs for new users and divisions • Assist in troubleshooting integrations between Salesforce and connected systems (Invoca, OwnData, ServiceNow, and Lennar internal applications) • Provide weekly status reports summarizing case volume, trend analysis, resolution times, and outstanding issues • Monitor and assist with coordinating third-party Salesforce support contractors and managed service partners • Mentor and provide guidance to Tier 1 Salesforce Support Analysts on case resolution and platform best practices • Perform other duties as assigned by the Salesforce Support Manager