Customer Service Specialist- ASU Services

Overview

Customer Service Specialist - ASU Services

The Enterprise Technology (ET) Experience Center is seeking a Customer Service Specialist - ASU Services. The primary duty of this position is to provide endpoint support to faculty, staff, and students by utilizing hardware and software.

As with all members of the Enterprise Technology team, this role carries core responsibilities, including fostering a sense of belonging and cultivating a culture that is relational, visionary, and empowering. With a strong emphasis on authenticity and compassion, this position is dedicated to embodying and advancing our culture.

Arizona State University offers a comprehensive benefits package that includes valuable employee benefits to enhance the total compensation of its staff. This package includes:

• Access to comprehensive benefits to enhance total compensation
• Access to professional development and hands-on learning
• Workday Learning courses covering a variety of topics
• Tuition reduction for degree programs at ASU
• Opportunities for manager-approved specialized training and certifications based on department needs

Flexible work options may be available after successfully completing the initial 90-day training period.

• Alternative work schedules can include four, 10-hour workdays in a workweek; a nine-day, 80-hour schedule over two workweeks for exempt employees only; and staggered start and stop times.
• Hybrid work is an arrangement where employees spend a minimum of 60% of their regular workweek at their primary ASU work location. Dean or vice president-level approval is required.

The Experience Center Customer Service Specialist positions operate in a full-service, 24-hour environment. As such, work schedules vary depending on vacancies and operational needs. Specific shift availability will be discussed during interviews and finalized during the hiring process. Overnight shifts are eligible for additional hourly compensation beyond the entry pay range.

Salary Range: $20.00- $22.40 per hour. Pay rate is based on availability, experience, and shift needs

• Proficiently receives, monitors, and responds to inquiries via phone, email, and chat while addressing customer needs with empathy and efficiency.
• Utilizes ticketing systems and other designated technologies to accurately document and track support service activities in alignment with established organizational protocols.
• Demonstrates the ability to escalate complex or unresolved issues to Tier 2 support or other specialized teams, ensuring thorough documentation and context.
• Exhibits a comprehensive understanding of user requests and responds appropriately, fostering trust through consistent follow-through and ownership of issues.
• Applies critical thinking skills while utilizing support documentation, such as knowledge bases, to efficiently resolve client issues.
• Develops and collaborates in the creation of technical documentation for internal use.
• Recognizes trends and promptly notifies leadership and relevant departments.
• Actively engages in both scheduled and ad-hoc training sessions, contributing valuable insights and knowledge.
• Adheres to established methods and guidelines, proficiently obtaining, clarifying, and sharing information within defined parameters.
• Collaborates across teams and actively participates in ET/ASU events and programs.
• Leverages AI in routine tasks and contributes ideas for using AI to improve the unit’s efficiency and overall performance.
• Takes responsibility for fostering a positive culture, upholding organizational values, and championing engagement in all its forms.

• Capable of effectively implementing self-service strategies to enhance customer understanding and satisfaction regarding inquiries, policies, and procedures.
• Demonstrates knowledge of higher education policies and procedures.
• Familiarity with customer relationship management (CRM) tools, such as Salesforce or ServiceNOW
• Experience in high-volume customer service contact center.
• Experience in leading by example in communicating, participating and encouraging support of the institution’s sustainability programs.
• Ability…