Customer Experience Specialist

Special Instructions to Applicants:

All interested applicants should attach a resume in the Supporting Documents section of the application preferably in a PDF format to avoid any formatting issues.

About Rice:

Boasting a 300-acre tree-lined campus in Houston Texas Rice University is ranked among the nations top 20 universities by U.S. News & World Report. Rice has a 6-to-1 undergraduate student-to-faculty ratio and a residential college system which supports students intellectually emotionally and culturally through social events intramural sports student plays lectures series courses and student government. Developing close-knit diverse college communities is a strong campus tradition which is why Rice is highly ranked for best quality of life and best value among private universities.

Rice is also a wonderful place to work. Rice faculty staff and students share values that are essential to our success as a healthy community. Those values guide our decisions and behaviors and shape Rices culture. They come through in the way we treat each other and the welcome we extend to our visitors. These values can be recalled simply by our name RICE Responsibility Integrity Community and Excellence.

Position Summary:
OpenStax (an initiative of Rice University) is the worlds largest non-profit publisher of open educational resources (OER) and a provider of interactive research-informed learning technologies for high school and college. We are also the lead organization for the nations largest education research infrastructure SafeInsights. Our mission is to provide amazing learning experiences for every student and instructor. We do this by offering free access to high-quality digital teaching and learning resources and affordable learning technologies. Since 2012 OpenStax has created a library of more than 70 free and openly licensed college textbooks that have served millions of students across the globe resulting in $2.98 billion in student savings. Currently we are creating interactive research-informed learning experiences that support heightened student engagement in the learning process. OpenStax seeks to become an organization that continuously strives to learn reflect and take actionable steps to improve policies and practices for everyone at work and in education.

We are seeking a committed and dynamic Customer Experience Specialist to support faculty and administrative staff at colleges and universities worldwide by responding to their inquiries and resolving customer service needs related to and OpenStax Assignable. This role is ideal for someone who thrives on problem-solving delivering exceptional support and being part of an impactful mission to improve access to education.

This position involves using multiple communication toolsphone live chat email an online support system and a CRM databaseto answer technical questions provide guidance about OpenStaxs platforms and offer responsive and professional service to our current and prospective users. You will be part of a dedicated team thats helping educators and learners by delivering high-quality educational content ranging from textbooks to simulations videos exercises and full courses.

This customer support role features a unique schedule and year-round framework designed specifically to support our interactive learning management system integration Assignable distinguishing it from other team roles. The specialist will take the lead in managing Assignable support tickets during peak periods such as the Back-to-School season and offer continuous support to students and instructors throughout the year.

Ideal Candidate Statement:
The ideal candidate for this role is a compassionate and customer-focused professional who excels at clear and empathetic communication. They stay calm under pressure are confident in troubleshooting and navigating digital tools and bring a proactive solutions-oriented mindset to every interaction. This individual is comfortable working both independently and collaboratively and they thrive in dynamic environments with seasonal shifts in volume. Prior experience with CRM systems helpdesk software or educational technologies is a strong asset as is the ability to adapt quickly to changing needs while maintaining a high standard of service.

Workplace Requirements:
Fully remote:This position is fully remote permitting all tasks to be completed from any location within the United States. Working hours will remain Central Standard Time PerRice policy 440work arrangements may be subject to change. This position may require hours outside the normal business day to cover support tasks as needed.
*Exempt (salaried) positions underFLSA are not eligible for overtime.
This position is funded by a grant soft and/or restricted funds. Continued employment is contingent on the renewal of funding.

Minimum Requirements:

• Bachelors degree
• 2 years of experience in customer support-related fields or similar fields

Skills:

• Demonstrated intermediate knowledge of the concepts practices and procedures of desktop support
• Proficient knowledge of various software and hardware and how they are configured and interface with each other
• Good analytical collaborative creative problem-solving research and verbal and written communication skills
• Proven ability to train end users

Preferences:

• The ability to anticipate and meet needs prior to customers expressing them
• Demonstrated critical thinking skills
• Demonstrated problem-solving skills
• Demonstrated customer dispute resolution skills
• Excellent internet search capabilities
• Strong data entry skills with an emphasis on detail and accuracy
• Demonstrated emphasis on metrics and data reporting
• Working knowledge and experience with computers specifically databases and Google Suite
• Proficiency in word processing internet and spreadsheets (Microsoft Office applications)
• Ability to use Salesforce or another customer relationship management database
• Ability to use online support and ticketing systems
• Familiarity with databases including creating reports and uploading data

Essential Functions:

• Designs develops documents tests or modifies computer systems or programs based on user or system design specifications
• Applies systems analysis techniques and procedures to determine hardware software or system functional specifications
• Performs routine server administration
• Diagnoses and resolves end-user problems; responds to escalated issues from clients and other support teams; performs triage provides remote problem resolution when possible and refers problems to associated groups
• Researches recommends and implements hardware and software purchases and configurations to meet client needs and ensure compatibility with university systems and architecture
• Researches recommends and implements approved standards used throughout the team and contributes to the development of the client support strategy
• Investigates and tests new tools systems techniques and software products
• Works on projects requiring expertise and creativity in analysis and deployment of technology
• Provides first-line technical support on desktop computing software hardware peripheral and networking systems for faculty and staff of assigned divisions
• Acts as a team or project leader for small to medium-scope projects provides direction to team activities and facilitates information validation
• Promotes computer literacy among departmental clients and team members
• Performs all other duties as assigned

Additional Functions:

• Lead product support during the Back-to-School season by managing support tickets hosting Customer Support Office Hours and facilitating webinars for users
• Contribute to product-related initiatives during non-peak periods including anticipatory support planning documentation improvements and project-based work
• Assist with general customer support coverage during non-peak periods while continuing to host regular Assignable-focused Customer Support Office Hours
• Gather and organize feedback from customers that can be used to improve internal processes and inform product development
• Build and maintain positive professional work relationships with teams across the organization
• Monitor KPIs including customer satisfaction scores (CSAT) and ticket resolution times
• Maintain a clean updated Customer Relationship Management (CRM) platform in this case Salesforce
• Advocate for customers by elevating their voices objections pain points and compliments to internal teams to inform improved processes

Rice University HR Benefits: Mission and Values:Mission and Values Rice University

Rice University is committed to ensuring Equal Employment Opportunity and welcoming the fullness of diversity into our candidate pools. Rice considers qualified applicants for employment without regard to race color religion age sex sexual orientation gender identity national or ethnic origin genetic information disability or protected veteran status. Rice also provides reasonable accommodations to qualified persons with disabilities. If an applicant requires a reasonable accommodation for any part of the application or hiring process please contact Rice Universitys Disability Resource Center at or for support.

If you have any additional questions please email us at Thank you for your interest in employment with Rice University.