Call Center Representative

Position Function

A Call Center Representative is responsible for supporting a comprehensive information technology environment by assisting the MSU client community comprising of faculty, staff, students, retirees and affiliates with information technology problems, configuration issues, integrations with other systems, compliance with University policies and procedures and integration of various information technology systems into an educational environment. This is a customer focused position that requires a strong sense of urgency, open communication, customer service skills and the aptitude to learn and teach the integration of various information technology systems within our educational environment.

Salary Grade

Please see Staff Compensation Structure or Skilled Crafts and Service Maintenance Compensation Schedule for salary ranges. For salary grade UC, these positions are  Unclassified  and salary ranges are determined by the hiring department.

Essential Duties and Responsibilities
Provide ITS front-line support to resolve clients’ information technology problems and issues

• Monitor appropriate electronic queues for ticket assignment.
• Communicate with clients regarding problems and/or issues.
• Troubleshoot and resolve first level problems.
• Provide coordination with secondary support if necessary and close tickets when problems are resolved to clients' satisfaction.
• Report or escalation any problem or issue to the proper ITS personnel.

Provide information technology support over the phone to the MSU client community

• Respond to IT calls routed through the ACD phone system.
• Provide polite, courteous and professional phone support to MSU clients.
• Route or transfer calls when necessary to the appropriate ITS personnel to better assist the client.
• Document phone calls and contacts with clients in a Service Desk ticket.

Provide assistance to callers by identifying and directing calls to appropriate faculty or staff

• Answer directory assistance calls on our ACD phone system and determine caller requirements for telephone numbers.
• Process call transfers when requested.
• Report any problems/issues to proper ITS personnel with call trends indicating system problems/issues.

Provide operational assistance on various University information technology systems

• Answer basic questions regarding the use and configuration of systems.
• Manage various IT related accounts.
• Assist with locating a variety of IT related service forms.
• Be a source of general IT information.

Become familiar in the use of incident management systems

• Team Dynamix ITSM ticketing system.
• CSpire (Broadworks) automated call distribution (ACD) phone system.

Remain current on information technology issues as they relate to our MSU academic environment

• Stay abreast of changing technology and resources within the ITS organization.
• Stay current on University and IT policies and procedures.

Perform miscellaneous job-related duties as assigned

• Supervisory Responsibility.
• Oversee Call Center student workers. Train and utilize student workers as appropriate.

The above essential duties are representative of major duties of positions in this position. Specific duties and responsibilities may vary based upon departmental needs. Other duties may be assigned to the above consistent with the knowledge, skills and abilities required for the job. Not all of the duties may be assigned to a position.

Minimum Qualifications

High school diploma or equivalent AND 1 year customer support experience.

Preferred Qualifications

Information Technology work related experience is preferred. Also, experience with an academic environment is preferred.

Knowledge, Skills, and Abilities

• Outstanding interpersonal and customer service skills.
• Good oral and written communication skills.
• Ability to concentrate/focus for periods of time.
• Above average keyboarding skills.
• Self-motivated.
• Ability to learn new technologies and communicate the technology to clients.
• General working knowledge of a PC and software applications that run on a PC such a Microsoft Office suite.
• Work well in a team environment.
• Excellent people skills.

Working Conditions and Physical Effort

This position requires extended time of work on a computer with fast keyboarding to respond in a timely fashion to clients’ calls and requests through the workday.

Equal Employment Opportunity Statement

Mississippi State University is an equal opportunity institution. Discrimination is prohibited in university employment, programs or activities based on race, color, ethnicity, sex,…