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CUSTOMER SERVICE SPECIALIST-EXPERIENCE CENTER

at Arizona State University

$15.86 per hour
Posted: 6/19/2019
Job Status: Full Time
Job Reference #: 52908BR
Categories: Customer Service
Keywords:

Job Description

Customer Service Specialist - Experience Center
Arizona State University
ECLS Experience Center
Campus: Tempe
52908BR

Job Description:
Entry level help center position providing technical support to the ASU community via a ticket system, phone, and/or chat. This position is responsible for troubleshooting hardware, software and multimedia. Strong communication and customer service skills are required to provide a best in class customer care experience.
Salary Range:
$15.86 per hour

Close Date:
02-July-2019

Essential Duties:
Resolves basic technology issues and inquiries through phone, ticket system, and chat support.
Troubleshoots hardware, software, and multimedia.
Utilizes support documentation such as knowledge bases to resolve client issues.
Uses enterprise CRM/ticketing tracking system, ERP and other technologies to document and track support services work.
Identifies trends and notify appropriate technology areas.
Participates in and contributes to scheduled and ad-hoc training.
Works within guidelines of established methods; obtains, clarifies and provides information within established parameters.
Understands and responds appropriately to user requests, and has the ability to foster and instill trust through consistent follow-through and ownership of issues.

Days and Schedule: Overnight Shifts to include weekends.

Minimum Qualifications:
One-two years’ experience in a customer service environment and experience in a frontline customer service environment OR any equivalent combination of experience and/or education from which comparable knowledge, skills and abilities have been achieved.

Desired Qualifications:
Experience in understanding and responding appropriately to basic user requests.
Ability to foster and instill trust through consistency in follow through.
Experience in assisting with self-service activities to ensure customer comprehension and satisfaction regarding questions, policies and procedures.
Knowledge of basic computer programs, including Microsoft Office Suite, PeopleSoft, Salesforce and Service Now.
Knowledge of customer service principles and practices.
General knowledge of financial aid policies and procedures and student business services policies and procedures.
Knowledge of Microsoft Office applications and proficiency with web browsers.
Experience in using Help Desk data tracking systems.
Ability to establish and maintain effective relationships.
Capable of understanding and resolving problems in needed time frame.

Working Environment:
Use of a personal computer which will require the use of hands and fingers for repetitive motion (keyboarding, typing)
Sit or stand for extended periods of time
Walk moderate distances to perform work
Communicate both orally and in writing to perform essential duties
Read and interpret written and oral instructions and directions
Lift items weighing up to 40 pounds

Department Statement:
Experience in a high volume call center handling cases that require trouble shooting technical issues. (2 years)
Experience using Microsoft Office applications. (2 year)
Experience in a high volume customer service setting. (1 year)
Experience using the internet to help provide a high quality customer care experience. (1 year)
Experience in Blackboard or other Learning Management System
Experience configuring and /or supporting email clients including Outlook /Exchange or Gmail, on Mac, Windows and mobile devices

ASU Statement:
Arizona State University is a new model for American higher education, an unprecedented combination of academic excellence, entrepreneurial energy and broad access. This New American University is a single, unified institution comprising four differentiated campuses positively impacting the economic, social, cultural and environmental health of the communities it serves. Its research is inspired by real world application blurring the boundaries that traditionally separate academic disciplines. ASU serves more than 80,000 students in metropolitan Phoenix, Arizona, the nation's fifth largest city. ASU champions intellectual and cultural diversity, and welcomes students from all fifty states and more than one hundred nations across the globe.

ASU is a tobacco-free university. For details visit www.asu.edu/tobaccofree

AmeriCorps, Peace Corps, and other national service alumni are encouraged to apply.

Arizona State University is a VEVRAA Federal Contractor and an Equal Opportunity/Affirmative Action Employer. All qualified applicants will be considered without regard to race, color, sex, religion, national origin, disability, protected veteran status, or any other basis protected by law.

Notice of Availability of the ASU Annual Security and Fire Safety Report
In compliance with federal law, ASU prepares an annual report on campus security and fire safety programs and resources. ASU’s Annual Security and Fire Safety Report is available online at https://www.asu.edu/police/PDFs/ASU-Clery-Report.pdf. You may request a hard copy of the report by contacting the ASU Police Department at 480-965-3456.

Relocation Assistance – For information about schools, housing child resources, neighborhoods, hospitals, community events, and taxes, visit https://cfo.asu.edu/relocation-services.

ASU conducts pre-employment screening which may include verification of work history, academic credentials, licenses, and certifications.

Background Check Statement:
ASU conducts pre-employment screening for all positions which includes a criminal background check, verification of work history, academic credentials, licenses, and certifications. Employment is contingent upon successful passing of the background check.

Fingerprint Check Statement:
This position is considered safety/security sensitive and will include a fingerprint check. Employment is contingent upon successful passing of the fingerprint check.

Instructions to Apply:
Application deadline is 3:00PM Arizona time on the date indicated.

Please include all employment information in month/year format (e.g., 6/88 to 8/94), job title, job duties and name of employer for each position.

Resume should clearly illustrate how prior knowledge and experience meets the Minimum and Desired qualifications of this position.

ASU does not pay for travel expenses associated with interviews, unless otherwise indicated.

Only electronic applications are accepted for this position.

To apply please go to www.asu.edu/asujobs/ see Req Id# 52908 or go directly to:

Application Instructions

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