Customer Service Specialist - ASU Services

Arizona State University; Tempe (AZ); On-site; USD 42,000 - 47,000; Full time

Benefits offered by this job

Benefits package

Professional development

Hybrid work options after training

Job summary

Arizona State University is seeking an IT Helpdesk Coordinator 2 to provide frontline technical support to faculty, staff, and students from its Tempe campus. You will handle inquiries via phone, email, and chat, document all actions, and escalate issues as needed to Tier 2.

The role emphasizes empathy, effective communication, and collaboration while contributing to internal knowledge bases and technical documentation. A strong customer-service orientation is essential.

Qualifications

• High School Diploma and two years of related experience or equivalent combination of experience/training.
• Experience with customer service and IT support is preferred.
• Familiarity with CRM tools and ticketing systems is desirable.

Responsibilities

• Answer inquiries via phone, email, and chat with empathy and efficiency.
• Document and track support activities using ticketing systems.
• Escalate complex issues to Tier 2 and specialized teams when needed.
• Collaborate to create internal technical documentation and share knowledge.

Skills

Customer service

Ticketing systems

Empathy and communication

Team collaboration

Education

High School Diploma

Tools

Salesforce

ServiceNOW

Web browsers troubleshooting

Job description

Job Profile:

IT Helpdesk Coordinator 2 Non-Exempt

Job Family:

IT Support Services

Time Type:

Full time

Minimum Qualifications:

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 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 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.

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. We are staunch champions of learner success and put people first.

Flexibility. Our flexible work environment allows employees to explore opportunities with their supervisor beyond the traditional work schedule. Opportunities include hybrid work where staff are in person three days per week.

Culture forward. We embrace a Positive Core culture: Belonging, Relational, Authentic, Visionary and Empowered.

Scale of impact. Our work changes the world. With 200k+ learners, faculty, researchers and staff, working with ET means you have the capacity to improve many lives and entire communities.

World-class, low cost education. Our professional development is built in! ET encourages staff to seek additional certificates and degrees via ASU's top ranked programs with major tuition breaks.

Exposure to industry giants. ET partners with Amazon, Apple, Arista, Cox, Verizon, Salesforce, Alteryx and a diversity of technology companies to enhance our innovations and deepen their impact.

The Enterprise Technology (ET) Experience Center is seeking a Customer Service Specialist - ASU Services. The primary duty of this position is to provide endpoint support to faculty, staff, and students by utilizing hardware and software.

As with all members of the Enterprise Technology team, this role carries core responsibilities, including fostering a sense of belonging and cultivating a culture that is relational, visionary, and empowering. With a strong emphasis on authenticity and compassion, this position is dedicated to embodying and advancing our culture.

What's in it for you:

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.

• Arizona State University offers a comprehensive benefits package that enhances your total compensation
• Access to professional development and hands-on learning
• Workday Learning courses covering a variety of topics
• Tuition reduction for degree programs at ASU
• Opportunities for manager-approved specialized training and certifications based on department needs

Flexible 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.

The Experience Center Customer Service Specialist positions operate in a full-service, 24-hour environment. As such, work schedules vary depending on vacancies and operational needs. Specific shift availability will be discussed during interviews and finalized during the hiring process. Overnight shifts are eligible for additional hourly compensation beyond the entry pay range.

Driving Requirement:

Driving is not required for this position.

Location:

Campus: Tempe

Funding:

No Federal Funding

ASU Statement:

Arizona State University is a new model for American higher education, an unprecedented combination of academic excellence, entrepreneurial energy and broad access. This New American University is a single, unified institution comprising four differentiated campuses positively impacting the economic, social, cultural and environmental health of the communities it serves. Its research is inspired by real world application blurring the boundaries that traditionally separate academic disciplines. ASU serves more than 100,000 students in metropolitan Phoenix, Arizona, the nation's fifth largest city. ASU champions inclusive excellence, and welcomes students from all fifty states and more than one hundred nations across the globe.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status, or any other basis protected by law.

Notice of Availability of the ASU Annual Security and Fire Safety Report:

In compliance with federal law, ASU prepares an annual report on campus security and fire safety programs and resources. ASU's Annual Security and Fire Safety Report is available online at https://www.asu.edu/police/PDFs/ASU-Clery-Report.pdf. You may request a hard copy of the report by contacting the ASU Police Department at 480-965-3456.

Relocation Assistance

For information about schools, housing child resources, neighborhoods, hospitals, community events, and taxes, visit https://cfo.asu.edu/az-resources.

Employment Verification Statement:

ASU conducts pre-employment screening which may include verification of work history, academic credentials, licenses, and certifications.

Background Check Statement:

ASU conducts pre-employment screening for all positions which includes a criminal background check, verification of work history, academic credentials, licenses, and certifications. Employment is contingent upon successful passing of the background check.

Fingerprint Check Statement:

This position is considered safety/security sensitive and will include a fingerprint check. Employment is contingent upon successful passing of the fingerprint check.