Analysis Skills, Communication Skills, Customer Relations, Customer Support/Service, Establish Priorities, Help Desk, Identify Issues, Inbound Call Centers, Microsoft Product Family, Multitasking, Needs Assessment, Presentation/Verbal Skills, Problem Solving Skills, Process Development, Root Cause Analysis, Team Player, Technical Support, Time Management, User Interface/Experience (UI/UX), Writing Skills
- Serve as front-line technical support to maximize student success by addressing student inquiries and support issues.
- Provide customer-focused support in an inbound call center environment, prioritizing clear communication, patience, and user confidence.
- Provide account assistance, such as password resets, MFA assistance, login support, etc.
- Use effective questioning and active listening to understand user needs, diagnose issues, and guide users through solutions.
- Serve as an advocate between students, associate faculty, and technical staff to ensure timely resolutions and personalized assistance.
- Escalate Tier 2 incidents to development and IT teams according to established procedures.
- Take full ownership of customer issues from initial contact through resolution, ensuring timely follow-up and a positive user experience.
- Follow up with users to confirm resolution, reinforce understanding, and ensure satisfaction with the support experience.
- Research end-user problems to determine root cause.
- Participate in training to develop and maintain the skills necessary to support end-users and advance professional development.
Knowledge, Skills and Abilities:
- Ability to deliver excellent customer service in a high-volume support environment.
- Ability to empathize with users experiencing challenges and provide calm, supportive guidance.
- Ability to effectively engage with customers during high-emotion interactions, maintaining a calm, professional demeanor while using de-escalation techniques to resolve issues.
- Strong written and verbal communication skills, with the ability to explain technical concepts in a clear, user-friendly way.
- Strong analytical skills to assess and evaluate students' needs and determine appropriate courses of action.
- Ability to work effectively in a virtual team environment or independently.
- Ability to manage multiple tasks efficiently and effectively.
- Familiarity with Microsoft 365 suite and related software.
- Ability to work with and learn a wide range of software products on an in-depth level.
- Ability to exercise judgment in balancing customer needs, service expectations, and established processes.
- Excellent initiative, work ethic, and creativity.
- Ability to adapt to the rapidly changing needs of the department and University.
- Strong troubleshooting and time management skills.