Customer Support Specialist

Job Description

Reporting to the Head of Support Desk Operations, the Customer Support Specialist will provide support for University Libraries reservable spaces. This position provides effective professional support via phone, email, in person, and via other University Libraries systems. This role requires consistent collaboration between the Customer Support specialists and internal and external teams and patrons. As a member of the Support Desk team, the Customer Support Specialist will provide support functionality through basic troubleshooting, sharing knowledge articles, and escalating IT issues.

Providing continuous customer support is one of the most important aspects of this role. By scheduling and readying university classrooms and spaces for use, this role builds bridges between the library and those using our spaces. The successful candidate for this position must be committed to providing support in a public, higher education setting while being able to manage multiple priorities.

Required Qualifications

• Basic experience using Microsoft Office or similar workplace software applications
• Experience communicating with a diverse customer base in a support role via phone, in person, and electronically
• Ability to safely move and arrange classroom furniture
• Experience collaborating with multiple stakeholders
• Work experience multitasking in a customer-focused environment
• Demonstrated experience maintaining attention to detail in professional responsibilities
• Experience meeting deadlines while prioritizing tasks
• Experience scheduling and coordinating events and/or meetings
• Troubleshooting skills with an understanding of escalating issues to appropriate stakeholders

Preferred Qualifications

• Experience providing administrative support in an academic environment
• Experience booking classroom or shared spaces through a reservation system
• Experience troubleshooting, answering, and routing support requests
• Experience maintaining academic or professional classrooms or meeting spaces
• Experience identifying improvements for classroom support and spaces

Pay Band

3

Overtime Status

Non-Exempt: Eligible for overtime

Appointment Type

Regular

Salary Information

$38,000-$39,000 dependent on qualifications and experience.

Hours per week

40 hours. Monday-Friday 9am - 6pm, possible weekends or evenings for special events

Review Date

5/26/26

Additional Information

Work schedule: M-F 9am - 6pm, possible weekends or evenings for special events
Possible travel to other Virginia Tech locations

The successful candidate will be required to have a criminal conviction check.