Customer Service Representative

Mississippi State University; Starkville (MS); On-site; USD 32,000 - 42,000; Full time

Job summary

Mississippi State University in Starkville, MS seeks an IT Service Desk professional to provide comprehensive tech support for campus online services in an academic setting. You will assist faculty, staff, and students with IT problems and help integrate various information systems.

Responsibilities include ticket management, software distribution, password resets, and front-line user support. A focus on customer service, communication, and adaptability is essential for success.

Qualifications

• High school diploma or equivalent and two years’ customer service in a Call Center/Service Center.
• Basic computer skills with general knowledge of desktop software.
• Excellent interpersonal and written communication skills.

Responsibilities

• Provide courteous, welcoming service at the ITS Service Desk and assist clients.
• Manage tickets in ITSM software, direct tickets, and document resolutions.
• Distribute and return ITS licensed software as requested.
• Offer front-line support for internet, wireless, and email setup, and password resets.
• Provide ITS Service Desk phone support via the ACD system.
• Assist Campus Card office during peak periods with card issuance.
• Follow up with clients by phone or email as needed.
• Provide training on university IT data/voice systems and usage guidance.
• Stay current on academic IT issues and communicate impacts to users.
• Perform related duties as assigned.

Skills

Customer service

Communication

Troubleshooting

Desktop software

Teaching others

Learn new technologies

Phone support

Education

High school diploma or equivalent

Job description

Position Function:

Provide comprehensive information technology support of related online services and resources oriented toward an academic environment. Assist faculty, staff and students with information technology problems and recommendations concerning integration of various information technology systems, connectivity issues, configuration and training, integration with other systems within an educational environment.

Salary Grade

11

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:

1. Provide a courteous, warm, and welcoming environment to greet clients as they enter the ITS Service Desk. Engage clients while at the Service Desk and provide technical assistance as appropriate in a timely and polite fashion.
2. Work the ticket queue within the IT Service Management (ITSM) software system to direct tickets to the appropriate personnel. Create and update client tickets as appropriate. Provide ticket resolutions whenever possible as associated with client’s tickets.
3. Assist in distributing software to clients that have requested specific ITS licensed software. Also assist in the software return procedures once the software has been returned by the client.
4. Provide front-line support to walk-in clients for internet connectivity, wireless and email setup, and password resets as well as general assistance as appropriate.
5. Help provide ITS Service Desk phone support through the ACD phone system.
6. Assist the Campus Card office by making cards during peak and busy times in the course of the year. Busy times include but are not limited to semester start-ups, orientations, special camps and any related carding project.
7. Provide follow-up assistance to clients by phone or email when applicable.
8. Provide operational assistance and training on various University information technology data and/or voice systems by answering questions regarding the use and configuration of systems.
9. Remain current on information technology issues related to an academic environment and provide information and assistance to clients regarding how these changes impact our University environment.
10. Perform related duties as assigned.

Minimum Qualifications:

High school diploma or equivalent AND Two years’ customer service experience in a Call Center/Service Center environment. Basic computer related skills with general knowledge of desktop software applications.

Preferred Qualifications:

N/A

Knowledge, Skills, and Abilities:

1. Exceptional interpersonal and customer service skills.
2. Excellent oral and written communication skills.
3. Ability to focus on detail.
4. Basic knowledge of electronic devices (computers, tablets and smart phones) and their supported operating system.
5. Basic skills with desktop software applications such as Word and Excel.
6. Ability to show and teach others how to use information technology.
7. Ability to learn new technologies.
8. Trouble shooting aptitude.

Working Conditions and Physical Effort

1. Work is normally performed in a typical interior/office work environment.
2. No or very limited exposure to physical risk.
3. No or very limited physical effort required.

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, pregnancy, religion, national origin, disability, age, sexual orientation, genetic information, status as a U.S. veteran, or any other status to the extent protected by applicable law. Questions about equal opportunity programs or compliance should be directed to the Office of Civil Rights Compliance, 231 Famous Maroon Band Street, P.O. 6044, Mississippi State, MS 39762, [phone].

What do I do if I need an accommodation?

In compliance with the ADA Amendments Act (ADA), if you have a disability and wouldlike to request an accommodation in order to apply for a position with Mississippi StateUniversity, please contact the Department of Human Resources Management at tel: [phone] or [e-mail].

If you have any questions regarding this policy, contact the Department of Human ResourcesManagement at [phone] or [e-mail]. Upon request, sections of thisjob listing are available in large print, and readers are available to assist the visually impaired.