Customer Service Specialist - ASU Services

asu; Tempe (AZ); On-site; USD 57,308,000 - 64,185,000; Full time

Job summary

ASU is seeking an IT Helpdesk Coordinator 2 Non-Exempt in Tempe, AZ. The role provides technical support to customers, documents activities, and uses ticketing systems to ensure timely resolutions.

The position emphasizes customer empathy, collaboration, and ongoing learning in a fast-paced environment. You'll help escalate complex issues, contribute to technical documentation, and leverage AI to improve efficiency.

Qualifications

• Respond to inquiries via phone, email and chat with empathy and efficiency.
• Document and track support activities using ticketing systems per policy.
• Escalate complex issues to Tier 2 support with proper context.
• Develop technical documentation for internal use.
• Contribute to AI-based process improvements.

Responsibilities

• Receives, monitors, and responds to inquiries via phone, email, and chat.
• Documents and tracks support activities using ticketing systems.
• Escalates unresolved issues to Tier 2 with proper context.
• Understands user requests and follows through to resolve issues.
• Creates and updates internal technical documentation.
• Identifies trends and informs leadership and teams.

Skills

Customer support

Ticketing systems

Documentation

Empathy

Communication

Tools

Salesforce

ServiceNOW

Job description

Job Profile:

IT Helpdesk Coordinator 2 Non-Exempt

Job Family:

IT Support Services

Time Type:

Full time

Job Profile Summary:

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

Job Description:

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

Essential Duties:

• 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 escape 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.

Desired Qualifications:

• 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.

Working Environment:

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.

Department Statement:

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 commitments 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.

Join the team that sparks human-centered innovation

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.

Why join us?

Mission oriented. Everything we do is to advance ASU's charter -- measuring who we include and how they succeed.