Support and Solutions Representatives receive and resolve student and faculty inquiries in our fast paced call- and web-based operations center. They also participate in the day-to-day administrative operations of handling technical and non-technical service requests from Purdue Global (PG) students and faculty. Receive and resolve student and faculty inquiries in our fast paced call and web-based operations center. Educate and troubleshoot technical support issues such as username/password, software, hardware, and provide general assistance with the University's platform tools. Identify and troubleshoot incidents, then document and retrieve pertinent information for logging, tracking and further escalation. Complete detailed summary forms of issues being escalated to higher levels in the technology department. Meet assigned productivity goals such as number of contacts per hour, caller satisfaction and first call resolution of incidents. Various other duties as assigned by Technical Support Manager, Supervisor, Team Leads, or other senior personnel. Solving multiple issues per call. Probing to prevent need for further calls from students and faculty. Provide support for multiple internal departments including Admissions, Education Advising, Financial Aid, Career Services, Student Relations, etc. Handle inquiries via phone, chat, and email.