ITS CLIENT SERVICES - Contact Center Tech II

Job Classification

  Hourly Under Half (<20)

Position summary

ITS-Client Services is seeking a part-time Contact Center Technician to be part of the Contact Center team. This position is primarily responsible for interfacing with Andrews University constituents (students, employees and alumni) who are experiencing procedural or technical difficulties with the use of any Andrews University-related IT applications, resources and services and ensures that an effective solution is provided.

Qualifications summary

One or more years work experience in customer service.

One or more years of experience providing technical and customer support for Windows/Macs and mobile devices.


Must be a Seventh-day Adventist in good and regular standing.

Duties and responsibilities

• Effectively, professionally and respectfully represent the Information Technology Services members, staff, teams and their services to all customers


• Engage walk-in customers to provide basic technology support while adhering to established service level support agreements for each of the constituents of Andrews University


• Resolve technical issues by providing limited troubleshooting for mobile device connectivity, email access issues as well as account problems


• Utilize ITS online tools and utilities to track incidents, troubleshoot technical issues as well as confirm identity of customers


• Periodically perform onsite service calls to campus apartments to troubleshoot network connectivity issues


• Work with the ITSCC team to implement service models and resolve technical issues


• Perform other duties as assigned by supervisor

Supervisory responsibilities

N/A

Qualifications

• Experience in computer hardware, software and network troubleshooting, or equivalent training and/or education are necessary.  Customer service training and/or experience are beneficial.


• IT certification a plus but not necessary.


• Ability to work independently with minimal supervision.  Although there are sometimes problem-solving guidelines for particular problems, there are no existing procedures or instructions for those problems.  The incumbent may be on their own in solving problems and determining satisfactory solutions.


• Good work habits under pressure.


• Ability to research, learn quickly, and adapt to constant change.


• Ability to work in team oriented environment.

Must be a Seventh-day Adventist in good and regular standing.

Technical competencies

• Experience working with and supporting standard and mobile operating systems and their hardware platforms such as Windows, Mac OS, Android and iOS


• Ability to troubleshoot and resolve basic network-based problems on computer systems and mobile devices


• Experience in supporting and installing computer hardware, peripheral devices and software applications is a plus


• Ability to use standard office productivity software and web browsers

Interpersonal interactions

• Must have a good written and oral command of the English language in order to provide effective phone, desk-side, and email support.


• Detail Oriented


• Excellent interpersonal skills.


• Ability to handle confidential information in an appropriate manner


• Ability to handle customer interactions with diplomacy and tact


• Ability to gauge the customer's technical ability and communicate with them in appropriate technical or non-technical language in a non-condescending manner.

Physical demands

• Ability to use a keyboard to enter and retrieve data


• Must have good eyesight to view computer monitor and phone


• Lifting and/or carrying 5-50 lbs. or more and the pushing and pulling of carts if necessary

Work environment

Noise level in the work environment is usually moderate.