"Customer Success Representative"

Customer Success Representative

Company: University of Wisconsin System

Job Location: Madison, WI

Category: IT Support and Training

Type: Full-Time

Position Title: Customer Success Representative

Job Category: University Staff

Employment Type: Terminal (Fixed Term)

Job Profile: Customer Success Rep

Job Duties:

The University of Wisconsin System is seeking multiple Customer Success Representatives in Shared Services. These positions are 1-year, from start date, appointments. The Customer Success Representative is a business process and technology support role, assisting customers with a variety of applications and processes managed by Shared Services. This full-time, hourly (non-exempt), University Staff position reports to the Customer Success Manager.

Key Job Responsibilities:

• Serve as the primary point of contact for incoming service requests from faculty, staff, and campus stakeholders across the UW system.
• Review, categorize, and route tickets accurately based on issue type, urgency, and established protocols.
• Provide basic troubleshooting and resolution for common issues related to Workday, finance, HR, and other shared service platforms.
• Utilize a ticketing system (e.g., Ivanti) to log, track, and update all support interactions and ticket statuses.
• Follow standard operating procedures (SOPs) to ensure consistent and compliant service delivery.
• Escalate complex or unresolved issues to the appropriate next level or subject matter experts while maintaining ownership of follow-up communication.
• Monitor ticket queues and ensure service level agreements (SLAs) are met through timely triage and resolution.
• Contribute to the shared knowledge base by identifying gaps and suggesting updates or new articles based on frequent requests.
• Communicate clearly and professionally with users via email, web request, chat and phone, maintaining a helpful, professional, and empathetic tone in all interactions.
• Collaborate with team members to share insights, support onboarding efforts, and continuously improve service processes.
• Analyze service trends and feedback to proactively identify areas for improvement and recommend enhancements to processes or documentation.
• Support the rollout of new services and tools, including communication, documentation, and user guidance.
• Participate in training sessions, workshops, and cross-functional meetings to stay informed and help align service strategies across campuses.
• Assist in training and mentoring new or less experienced team members to help build team knowledge and ensure consistency in service delivery.
• Actively participate in UWSS projects and initiatives.
• Represent the organization as a respectful, professional team member who promotes a positive and civil workplace culture.
• Perform other assignments as needed.

Minimum Qualifications:

• Associate degree or minimum of 2 years professional work experience in customer service, administrative professional, etc.

Preferred Qualifications:

• Experience providing customer support to end users in a support/call center setting
• Experience performing operational or technical business processes in an office setting
• Previous experience working with a ticketing system (e.g., ServiceNow, Zendesk, Ivanti, or Jira) to manage and resolve service requests efficiently.

Knowledge, Skills, and Abilities:

• Excellent written and verbal communications
• Knowledge and practice of strategies to address and de-escalate difficult situations and customers.
• Ability to quickly learn new applications and processes as they are introduced, to support customers.
• Ability to understand the use of help desk call tracking and management applications.
• Ability to work in a team oriented, collaborative work environment
• Knowledge of email clients and web browsers

Work Location: The office location is located at 660 West Washington Avenue in Madison, WI. This position has an in-office requirement of three days per week. The remaining two days may be worked remote/off-site.

Compensation: The Customer Success Representative is a full-time, hourly, non-exempt, University Staff position. Multiple positions will be filled from the posting and pool of candidates. These positions are 1 year, from time of hire, appointments. Well-qualified candidates can expect a starting hourly rate within a range of $21.63 - $26.44/hour ($45,000-$55,000) commensurate with the candidate’s education, related experience, and qualifications.