Client Success Analyst, Information Systems

Job Details

External Applicants:
Please ensure all required documents are ready to upload before beginning your application, including your resume, cover letter, and any additional materials specified in the job description.

Cover Letter and Supporting Documents:

• Navigate to the "My Experience" application page.
• Locate the "Resume/CV" document upload section at the bottom of the page.
• Use the "Select Files" button to upload your cover letter, resume, and any other required supporting documents. You can select multiple files.

Important Note: The "My Experience" page is the only opportunity to attach your cover letter, resume, and supporting documents. You will not be able to modify your application or add attachments after submission.

Current Employees:
Apply from your existing Workday account in the Jobs Hub. Do not apply from this website.

A cover letter is required for all positions; optional for facilities, campus services, and hospitality roles unless otherwise specified.

Job Description Summary

This is an in-person, 2nd shift position. The Client Success Analyst provides prompt, complete, and reliable solutions to end-user computer, application, and networking problems. As an entry-level role, this position focuses on resolving incidents and fulfilling service requests in alignment with Client Services objectives.

Job Description

Essential Functions:

• Provides accurate, timely, and creative solutions to end-user computer, application and networking problems of moderate to complex nature through on-site visits, walk in, email, chat and phone support.
• Continually increases awareness and knowledge of hardware and software applications utilized at Wake Forest University.
• Tracks and thoroughly documents all problems and resolutions using ticketing software; escalates unresolved issues and communicates effectively with other departmental teams as needed, ensuring all hand-offs include comprehensive technical notes.
• Represents the Client Services team at meetings and on projects as designated by the Associate Director of Client Experience.
• Accountable for maintaining the security and confidentiality of any proprietary or sensitive information or data in any medium regarding the university or its students, faculty, or staff.
• Must be available to work outside of normal business hours and/or weekends and on-call.

Additional Job Description

Required Education, Knowledge, Skills, Abilities:

• Associate of Applied Science Degree in a computer technology related field and two years related experience with particular emphasis in problem-solving, troubleshooting PC equipment/software, and customer service or an equivalent combination of education and experience.
• Knowledge of superior customer service standards and practices.
• Uses professional knowledge and technical expertise to resolve critical technical or business problems.
• Strong knowledge of operating systems (specifically Windows 11 and macOS), client applications, and network connectivity.

*This position is not eligible for sponsorship of non-immigrant or immigrant visa status through Wake Forest University. All eligible applicants are encouraged to apply.

Time Type Requirement
Full time Note to Applicant:
This position profile identifies the key responsibilities and expectations for performance. It cannot encompass all specific job tasks that an employee may be required to perform. Employees are required to follow any other job-related instructions and perform job-related duties as may be reasonably assigned by his/her supervisor.
In order to provide a safe and productive learning and living community, Wake Forest University conducts background investigations and drug screens for all final staff candidates being considered for employment.

Equal Opportunity Statement
The University is an equal opportunity employer and welcomes all qualified candidates to apply without regard to race, color, religion, national origin, sex, age, sexual orientation, gender identity and expression, genetic information, disability and military or veteran status.

Accommodations for Applicants
If you are an individual with a disability and need an accommodation to participate in the application or interview process, please contact AskHR@wfu.edu or (336) 758-4700.