Customer Success Representative
Customer Success Representative
Employer Active
Job Alert
You will be updated with latest job alerts via email
Share
Job Alert
You will be updated with latest job alerts via email
Job Description
Current Employees: If you are currently employed at any of the Universities of Wisconsin log in to Workday to apply through the internal application process.
Position Title:
Customer Success RepresentativeJob Category:
University StaffEmployment Type:
Terminal (Fixed Term)Job Profile:
Customer Success RepJob Duties:
The University of Wisconsin System is seeking multiple Customer Success Representative in Shared Services. These positions are 1-year from start date appointments. The Customer Success Representative is a business process and technology support role assisting customers with a variety of applications and processes managed by Shared Services. This full-time hourly (non-exempt) University Staff position reports to the Customer Success Manager.
Key Job Responsibilities:
Major Responsibilities:
Serve as the primary point of contact for incoming service requests from faculty staff and campus stakeholders across the UW system.
Review categorize and route tickets accurately based on issue type urgency and established protocols.
Provide basic troubleshooting and resolution for common issues related to Workday finance HR and other shared service platforms.
Utilize a ticketing system (e.g. Ivanti) to log track and update all support interactions and ticket statuses.
Follow standard operating procedures (SOPs) to ensure consistent and compliant service delivery.
Escalate complex or unresolved issues to the appropriate next level or subject matter experts while maintaining ownership of follow-up communication.
Monitor ticket queues and ensure service level agreements (SLAs) are met through timely triage and resolution.
Contribute to the shared knowledge base by identifying gaps and suggesting updates or new articles based on frequent requests.
Communicate clearly and professionally with users via email web request chat and phone maintaining a helpful professional and empathetic tone in all interactions.
Collaborate with team members to share insights support onboarding efforts and continuously improve service processes.
Analyze service trends and feedback to proactively identify areas for improvement and recommend enhancements to processes or documentation.
Support the rollout of new services and tools including communication documentation and user guidance.
Participate in training sessions workshops and cross-functional meetings to stay informed and help align service strategies across campuses.
Assist in training and mentoring new or less experienced team members to help build team knowledge and ensure consistency in service delivery.
Actively participate in UWSS projects and initiatives.
Represent the organization as a respectful professional team member who promotes a positive and civil workplace culture.
Perform other assignments as needed.
Minimum Qualifications:
To be considered for this position applicants must have:
Associate degree or minimum of 2 years professional work experience in customer service administrative professional etc.
Preferred Qualifications:
Well qualified applicants will also have a substantial amount of experience in a combination of the following:
Experience providing customer support to end users in a support/call center setting
Experience performing operational or technical business processes in an office setting
Previous experience working with a ticketing system (e.g. ServiceNow Zendesk Ivanti or Jira) to manage and resolve service requests efficiently.
Knowledge Skills and Abilities:
Excellent written and verbal communications
Knowledge and practice of strategies to address and de-escalate difficult situations and customers.
Ability to quickly learn new applications and processes as they are introduced to support customers.
Ability to understand the use of help desk call tracking and management applications.
Ability to work in a team oriented collaborative work environment
Knowledge of email clients and web browsers
Work Location:
The office location is located at 660 West Washington Avenue in Madison WI. This position has an in-office requirement of three days per week. The remaining two days may be worked remote/off-site. Telecommuting agreements are subject to change at any time.
Compensation:
The Customer Success Representative is a full-time hourly non-exempt University Staff position. Multiple positions will be filled from the posting and pool of candidates.These positions are 1 year from time of hire appointments.
Well-qualified candidates can expect a starting hourly rate within a range of $21.63 - $26.44/hour ($45000-$55000) commensurate with the candidates education related experience and qualifications.
Application Information:
To ensure full consideration please submit application materials as soon as possible. Applicant screening will begin immediately and be ongoing through 11:59 pm Friday October 17 2025. However applications may be accepted until the position has been filled.
COMMITMENT TO INCLUSIVE EXCELLENCE
Inclusive Excellence is a source of strength creativity and innovation for Universities of Wisconsin. We value the contributions of each person and respect the profound ways their identity culture background experience status abilities and opinion enrich the Universities of Wisconsin community. We commit ourselves to the pursuit of excellence in teaching and learning research scholarship creative activity community service and diversity as inextricably linked goals.
Universities of Wisconsin fulfills its public mission by creating a welcoming and inclusive community for people from every background people who serve the State of Wisconsin and the public good.
Special Notes
If you need to request an accommodation because of a disability you can find information about how to make a request by contacting .
The Universities of Wisconsin is required to conduct a criminal background and sexual harassment check for the selected finalist prior to employment.
Please note that successful applicants are responsible for ensuring their eligibility to work in the United States (i.e. a citizen or national of the United States a lawful permanent resident a foreign national authorized to work in the United States without the need of employer sponsorship) on before or after the effective date of appointment.
The Universities of Wisconsin will not reveal the identities of applicants who request confidentiality in writing except that the identity of the successful candidate will be released. See Wis. Stat. . 19.36(7).
Benefits Information
Universities of Wisconsin employees receive an excellent benefits package. To learn more about the benefits package review the Faculty Academic Staff & Limited Appointees or University Staff Please see this link for total compensation information: Universities of Wisconsin Health & Retirement Contributions Estimator to provide you with total compensation information.
Application Instructions
To ensure full consideration please submit application materials as soon as possible. Applicants must submit a cover letter resume and contact information for three professional references. Applicant screening will begin immediately and be ongoing through the closing date. However applications may be accepted until the position has been filled.
Clery Act information
The Universities of Wisconsin provides statistics on campus crime in its Annual Security Report. For more information on university campus statistics see is an Equal Opportunity Employer
Qualified applicants will receive consideration for employment without regard to race color religion sex sexual orientation gender identity national origin age pregnancy disability status as a protected veteran or any other bases protected by applicable federal or State law and UW System policies. We are committed to building a workforce that represents a variety of backgrounds perspectives and skills and encourage all qualified individuals to apply.
Required Experience:
Unclear Seniority
Employment Type
Full-Time
