"Customer Service Technician"

Job Details

Under the direction of the Technology Support Services Team Lead, the Customer Service Technician receives and relays telephone calls for the university telephone system, providing directory information or transferring calls as appropriate. In addition, the Customer Service Technician provides customer support as part of the IT Services Help Desk team, documenting and fielding technology requests, and ensuring completion of technology support requests while providing a high level of customer service. The Customer Service Technician is expected to provide excellent customer service to the campus community and external callers/guests.

Duties and Responsibilities

• Receives and relay telephone calls for the university telephone system, providing directory information or transferring calls as appropriate;
• Become familiar with the resources and departments within the university, and main methods of contact or sources of information;
• Provide feedback based on received calls that identify areas of improvement to internal processes and available resources;
• Field incoming IT help requests from end users in person, or via telephone or e-mail, in a prompt, courteous, and professional manner;
• Document user requests and problems, including all pertinent end user identification information, including name, department, contact information, and nature of the request/problem, in ITS ticketing system;
• Prioritize and escalate problems to the appropriate area within the ITS department;
• Test resolutions to ensure technology problems have been adequately resolved, and perform post-resolution follow-ups to help requests;
• Document user requests and problems, including all pertinent end user identification information including name, department, contact information, and nature of the request or problem;
• Handle confidential information with discretion;
• Collaborate with team members to make recommendations for improved internal processes, and improved customer service experience;
• Receive cross-training in other areas of the department, and provide support in covering those areas as needed;
• Assist with training of new hires within the department;
• Maintain regular attendance;
• Perform miscellaneous job-related duties as assigned.

Qualifications

EDUCATION: Associate degree

EXPERIENCE: 1 year of demonstrated experience providing customer service.

Knowledge, Skills, and Abilities

Excellent listening skills, patience, and problem-solving skills.

Excellent communication skills.

Excellent customer service skills.

Functional knowledge of Windows OS and Office 365.

Working Environment

Work is performed in an office setting.

The work schedule for the Customer Service Technician is typically Monday-Friday 8:00 AM-5:00 PM, however, schedule shifts to include weekends and evenings may be required during peak times, and times where coverage is needed in other areas of the department.