Customer Service Specialist - ASU Services

Job Profile:

IT Helpdesk Coordinator 2 Non-Exempt

IT Support Services

Full time

High School Diploma and two-years (2) experience appropriate to the area of assignment/field; OR, Any equivalent combination of experience and/or training from which comparable knowledge, skills and abilities have been achieved.

Assists with technical troubleshooting and documentation for customers in order to support the mission of the institution through technology.

$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.
• Demonstrate 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.
• Develop and collaborate 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.
• Collaborate across teams and actively participate in ET/ASU events and programs.
• Leverage AI in routine tasks and contribute ideas for using AI to improve the unit's efficiency and overall performance.
• Take 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.
• Demonstrate knowledge of higher education policies and procedures.
• Proficient with various web browsers and troubleshooting techniques.
• 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 to model empathy, compassion, and emotional intelligence.
• Experience hiring in a values-led organization, emphasizing inclusion and belonging.
• Ability to help foster a safe psychological space for all teammates where everyone can thrive.
• Ability to stimulate changes in individual, institutional, and corporate behaviors to create a more sustainable environment.
• Ability to lead by example in communicating, participating, and encouraging support of the institution's sustainability programs.

• Activities primarily take place in a standard, climate-controlled office environment and may involve extended periods of sitting.
• This role involves regular use of a computer (desktop and/or laptop), including a keyboard and mouse.
• Effective communication and proficiency with a variety of technologies are essential for collaboration with the broader team.
• Regular responsibilities may require the ability to quickly change priorities, which may include and/or are subject to resolution of conflicts.

Enterprise Technology (ET) embraces its role as both an enabler and catalyst for advancing the vision and work of the New American University. We are a values-driven organization. Our commitment s are reflected in all of the work we do in pursuit of operational excellence, the experience and delight of our community, and our strategic and innovation initiatives. Applicants must be eligible to work in the United States.

ET is a rapidly reconfigurable and entrepreneurial organization at ASU that prioritizes and executes to meet the needs of our community of learners, faculty, researchers and staff. Our work emphasizes autonomy, flexibility and distributed decision-making to leverage the strengths of individuals. Together, we embrace a culture that nurtures, engages and embraces many voices with a shared lens of positive community impact and expanded opportunities for collaboration.

Mission oriented. Everything we do is to advance ASU's charter -- measuring who we include and how they succeed. We are staunch champions of learner success and put people first.

Flexibility. Our flexible work environment allows employees to explore opportunities…