Customer Service Technician
Customer Service Technician
Posted on :
16-03-2025
Employer Active
1 Vacancy
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Job Description
Position Summary
Under the direction of the Technology Support Services Manager 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 email 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 postresolution followups 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 crosstraining 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 jobrelated duties as assigned.
Under the direction of the Technology Support Services Manager 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 email 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 postresolution followups 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 crosstraining 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 jobrelated duties as assigned.
Required Experience:
IC
Employment Type
Full Time
Key Skills
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