Customer Service Specialist - AU IT Support Technician
External
Asu · Campus: TempePart-timeRemote2d ago
CRMDocumentationSalesforce
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Requirements
- 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.
- Job Description:
- As with everyone on the ET team, this role has core responsibilities that include an intentional focus on inclusion and belonging, culture, and communications. With an increased emphasis on authenticity and compassion, this position strives to embody and advance our http://tech.asu.edu/culture .
- Familiarity with customer relationship management (CRM), such as Salesforce or ServiceNOW
- Familiarity with DUO 2 factor authentication
- Degree work or certification work in Information Technology or closely related fields.
- Experience providing IT diagnostic and trouble-shooting support
- Experience in a high volume contact center customer service setting.
- Demonstrated understanding of how to problem solve
- Proficiency in using remote support tools and software, such as remote desktop appli
Benefits
Arizona State University offers a comprehensive benefits package that includes valuable employee benefits to enhance the total compensation of its staff. This package includes: ( Click here to explore options.)Access to professional development and hands-on learningWorkday Learning courses covering a variety of topicsTuition reduction for degree programs at ASUOpportunities for manager-approved specialized training and certifications based on department needsFlexible 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.Days and Schedules:We are currently hiring for the following shift - Wednesday to Saturday from 10:00 am - 9:00 pmPay Rate: $20 per hourEssential Duties:Actively participate in relevant meetings, ensuring critical information is accurately communicated to the team.Collaborate with the Knowledge Manager to facilitate the timely update of our knowledge base articles, enhancing our collective expertise and support capabilities.Respond promptly to all contact inquiries, assessing and addressing their needs with empathy and efficiency.Capacity to escalate complex or unresolved issues to Tier 2 support or other specialized teams while providing thorough documentation and context.Communicating effectively with both technical and nontechnical customers - written and verbal.Receives, monitors, responds to, and updates ticketing tracking system, other technologies to document and track support services work in accordance with established policy through phone, email, and chat.Installing software and establishing a connection to network(s) in accordance with specified standards.Troubleshoots hardware and software problems by performing a variety of diagnostic procedures to identify appropriate corrective measures.Provides software application assistance to end users as requestedReplicates errors; re-sets computers and printers.Creates, updates, and maintains technical documentation for use within the group as well as outside entities.The ability to quickly analyze problems, identify root causes, and provide appropriate solutions is critical.Participates in and contributes to scheduled and ad-hoc training.Performs other related duties as assigned.Take responsibility for fostering culture, advancing our values, and championing engagement in all its forms.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.Remote work optionsFlexible schedule
Additional Information
Job Profile: IT Helpdesk Coordinator 2 Non-Exempt Job Family: IT Support Services Time Type: Full time Max Pay - Depends on experience: $20.00 USD Hourly Apply before 11:59 PM Arizona time the day before the posted End Date.
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