Hybrid IT Support & Customer Experience Specialist

Arizona State University; Tempe (AZ); Hybrid; USD 23,000 - 32,000; Full time

Benefits offered by this job

Benefits package

Professional development

Tuition reduction

Hybrid work options

Flexibility

Job summary

Arizona State University is seeking a Customer Service Specialist to provide endpoint support for ASU Services. The role focuses on handling inquiries via phone, email, and chat with empathy, while documenting activities in a ticketing system and escalating complex issues when needed.

This 24-hour environment offers flexible schedules after a 90-day period, with hybrid options and potential four 10-hour days.

Qualifications

• Demonstrate empathy and emotional intelligence in customer interactions.
• Familiarity with CRM tools and platforms such as Salesforce or ServiceNow.
• Proven ability to manage high-volume customer inquiries across channels.

Responsibilities

• Receive, monitor, and respond to inquiries via phone, email, and chat with empathy and efficiency.
• Document and track support activities using ticketing systems per protocols.
• Escalate complex issues to Tier 2 or specialized teams with clear context.
• Understand user requests and follow through to resolve issues.

Skills

Empathy

CRM tools

Multi-channel support

Ticketing systems

Tools

Salesforce

ServiceNow

Job description

Arizona State University is seeking a Customer Service Specialist to provide endpoint support for ASU Services. The role focuses on handling inquiries via phone, email, and chat with empathy, while documenting activities in a ticketing system and escalating complex issues when needed.

This 24-hour environment offers flexible schedules after a 90-day period, with hybrid options and potential four 10-hour days.