IT Customer Service Representative

Arizona College of Nursing; Ontario; On-site; CAD 40,000 - 70,000; Full time

Job summary

An established industry player is seeking a dedicated IT Customer Service Representative to enhance the technology experience for staff and students. This role focuses on troubleshooting, system maintenance, and ensuring reliable IT services. The ideal candidate will have a strong background in customer service, excellent problem-solving skills, and a passion for technology. Join a supportive and collaborative team that values adaptability and innovation, while contributing to the mission of transforming lives through education in nursing. If you thrive in a dynamic environment and are committed to delivering exceptional service, this opportunity is perfect for you.

Benefits

Competitive Pay

Professional Development Opportunities

Generous PTO and Holiday Benefits

Health and Welfare Benefits

401(k) with Company Match

Qualifications

• 3+ years in a high-volume customer service role required.
• Strong problem-solving and critical thinking skills are essential.

Responsibilities

• Deliver high-level customer service to campus staff and students.
• Collaborate with IT to improve service processes and systems.

Skills

Customer Service

Problem-Solving

Time Management

Critical Thinking

Effective Communication

Tools

Ticketing Systems

Job description

Why You Should Work With Us:

Join Our Team as an IT Customer Service Representative!

Candidates must be located in the Pacific Time Zone. The scheduled hours for this position are 12:00 PM – 9:00 PM PT, Monday through Friday.

Are you passionate about technology and delivering exceptional customer service? We’re looking for an IT Customer Service Representative to support our campus community by ensuring reliable IT services, resolving technical issues, and improving our IT processes. In this role, you'll be the go-to person for troubleshooting, system maintenance, and supporting staff and students with their technology needs. If you're a problem-solver with a commitment to efficiency and innovation, we’d love to hear from you!

Arizona College of Nursing is a rapidly growing nursing school that transforms people’s lives by preparing them for careers in nursing and improving communities through the care its graduates provide. Our quality nursing curriculum prepares students for an in-demand career to help communities overcome the chronic, well-known, and increasing nursing shortage. Through the execution of a targeted growth strategy, the college plans to meet the growing demand for nurses by launching campuses in markets where bachelor’s prepared nurses are needed.

Putting students first, we are dedicated to providing students with an exceptional education in growing healthcare fields; teaching them relevant, required skills for today and the future. Our culture is positive, supportive, and collaborative. As a team, we continually embrace our core values:

Passion: We love helping others succeed.

Excellence: We strive to be the best.

Adaptability: We learn, in part by trying new ideas.

Accountability: We own our results.

Integrity: We do the right thing.

What You'll Do:

The IT Service Representative delivers a high level of customer service and satisfaction to the campus staff and students, ensures the availability of the systems they rely on, and improves the processes in which IT delivers service.

• Customer Support and Issue Resolution:
  • Maintain a positive, empathetic, and professional attitude towards help desk inquiries.
  • Respond to inquiries with accurate information, or by escalating issues to the appropriate internal team.
  • Keep records of service interactions or transactions, recording details of inquiries, issues, or comments, as well as actions taken.
  • Check to ensure that appropriate actions were taken to resolve colleagues’ IT problems.
  • Refer unresolved IT problems to designated colleagues for further investigation.
• Process Improvement and Application Support:
  • Collaborate with the IT team to develop and adopt new standards for IT Processes.
  • Communicate broad issues promptly to internal IT team and management.
  • Adhere to change management process.
• Access Management and Communication:
  • Set up and test equipment and system access for new colleagues.
  • Conduct thorough off-boarding for departing colleagues and students.

At Arizona College of Nursing, we believe in a collaborative approach where all colleagues work together towards our shared goals. It’s important to note that this list doesn’t cover everything you’ll be asked to do or need to do. We value adaptability and flexibility as we grow and evolve as an organization.

What We Need From You:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements below are representative of the knowledge, skill, and/or ability required.

Must have:

• 3+ years in a high-volume customer service driven role such as retail, call center, or other high volume customer service role.
• Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
• Excellent time management skills.
• Ability to convey information effectively.
• Critical thinking skills (uses logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems.)
• Demonstrated problem-solving ability.

Nice to have:

• Experience supporting users in specialized systems.
• Experience with ticketing systems.

What We Are Offering You:

• Competitive pay and opportunities for professional development.
• Dynamic organizational culture within a supportive working environment.
• Rest and relaxation with generous PTO and holiday benefits.
• Robust health and welfare benefits package including, but not limited to, medical, dental, and vision.
• Preparation for the future with a 401(k) and company match.

For consideration, only online applications will be accepted. No phone calls, please.

Our schools prohibit discrimination and harassment based on race, color, creed, religion, sex, gender, national origin, citizenship, ethnicity, marital status, age, disability, sexual orientation, gender identity and gender expression, genetic information, veteran status, or any other status protected by applicable law to the extent prohibited by law.