BRUIN Consultant

BRUIN Support Services Regular Full-Time Full-Time Staff Bellevue, NE, US

BRUIN consultants will serve as the primary intake for inbound technical and operational interactions The BRUIN Consultant is responsible for providing customer care for students, faculty and staff in the areas of technical service and support for applications, systems and hardware owned and/or managed by the university. The Consultant is also responsible for providing information on financial aid, registration etc. They will receive, prioritize and document information while actively working with the end user.

The Consultant will resolve help requests and will escalation interactions when appropriate and necessary to meet SLA expectations. Collaboration across University departments is required to ensure a seamless end user experience. All tasks are completed while placing a high value on customer service, timely resolution and client satisfaction.

• Field incoming requests to BRUIN Support Services via telephone email and walk up to ensure courteous, timely and effective resolution of end user issues.
• Demonstrates and communicates university policies, procedures, and other information for customers regarding registration, financial aid, student accounts, enrollment management and academic advising.
• Document all pertinent end user identification information including name, department, contact information and nature of problem and issue.
• Receives, routes and or processes university forms submitted by students
• Build rapport and elicit problem details from customers.
• Prioritize unexpected outages and student situations. Escalate as needed to the appropriate work area.
• Document all successful and unsuccessful steps taken to investigate and/or troubleshoot user issues, through to final resolution.
• Processes requests for Tech Advisory communications, including the revision and distribution of these communications via internal email system
• Provides feedback relative to submitted requests to internal and external stakeholders
• Opens and closes cashiering, balances daily transactions and accurately inputs payments received from students into Touch Net.
• Answers questions and explain debits and credits, tuition and fee assessments, credit loads and impact to tuition and refund/credit balances check transactions.
• Advises students and parents of procedures for filing the Free Application for Federal Student Aid (FAFSA), and related aid applications, and must be able to explain basic information on financial aid eligibility, expected family contribution formulas, cost of attendance figures, disbursements, refund procedures and financial aid renewal.
• Processes waivers based upon available excess funds determined by the Consultant reviewing financial aid awards and how it applies to what is tuition/fees are due on student’s account.
• Assists in the creation, updating and maintaining of instructional materials intended for use by the team, other departments and/or clients.
• Seeks opportunities to share knowledge with the team, other departments and/or clients, promoting knowledge share and encouraging self-service.
• Processes requests for website notifications and technical advisories including the revision and posting of these communications, and/or escalation of the requests as required by the situation.
• Examples of technical areas a BRUIN Consultant could be responsible for include but are not limited to:
  • Password resets
  • Answering questions regarding Browser issues
  • Answering questions about Operating Systems
  • Providing tier one peripheral support
  • Blackboard access issue
  • Problems with Discussion board in Blackboard

• Execution of assigned solo projects, or projects…