Customer Service Specialist/Service Desk Analyst 5321BR Finance & Administration ITS Enterprise Support
Professional Area: Employment Category: Fulltime Staff Job Function:Wage Band:
Department/College Description As a member of the RIT community you'll receive a well-balanced benefits package that offers a variety of choices and access to additional employment advantages. These benefits, combined with your pay, provide a total compensation package that can be tailored to meet your needs. For more information, go to: www.rit.edu/benefits.
About ITS Information and Technology Services (ITS) is committed to serving the university's information technology needs. We provide development, maintenance, and support for centralized administrative applications, technology infrastructure, and client computing, as well as support and advice for a wide variety of other information technology needs. Our vision is to be a catalyst driving the success of RIT through fast, flexible and personalized services.
Detailed Job Description Please Note: Must be able to work remotely and/or onsite
Do you have a passion for creative problem solving and exceeding client's expectations? Are you looking to challenge yourself and make a difference with your skills? We are in search of extra-ordinary customer service stars that are looking to be a part of a once in a lifetime team!
As the front-facing representative for multiple departments, the Customer Service Specialist will provide best-in-class service with a high degree of customer satisfaction for technical and operational inquiries, requests and issues in a professional and timely manner.
The Customer Service Specialist will:
Provide customer support for the RIT community via telephone, tickets, chat and in person, while being held to a set first contact resolution goal.
Participate in a rotation to provide the front line and student staff with offline support including, but not limited to: Answering questions or assisting with troubleshooting during customer interactions; providing technical or subject matter training or knowledge review on an as needed basis; ensure that knowledge articles are updated with the most recent information.
Be responsible for training student employees per our documented training program and coach students as needed. The Customer Service Specialist will also participate in the student employee hiring process.
Serve as role model to all front line and student employees in terms of capability, work ethic, reliability and attitude.
Responsibilities With energy and enthusiasm, provide coordination, clear communication and, whenever possible resolution, via phone, chat or tickets with members of the RIT community.
Thoroughly document user requests within enterprise ticketing system and knowledge base. Provide first contact resolution per documented expectations.
Represent RIT Service Center on project teams and participate in internal projects to aid in continuous improvement.
Lead and assist with various internal projects to improve quality of service delivery
Participate in an on-call rotation
Required Minimum Qualifications Experience
3 years experience in a direct customer support role
Experience troubleshooting issues or answering questions for multiple departments or lines of business
Support experience in any of the following areas: IT, Accounting, Procurement, HR, Facilities, Parking or College Auxiliary Services (Housing, Dining, etc.)
Outstanding service skills with demonstrated ability to build rapport with customers
Highly proficient in performing complex tasks requiring accuracy and on time delivery
Highly reliable with consistent attendance record
Excellent written and verbal communication skills
Excellent troubleshooting skills
Excellent critical thinking skills that provide ability to analyze information and provide solutions
Detail-oriented and highly organized
Ability to handle high volume, high pressure support situations
Ability to handle confidential data according to strict guidelines
Bachelors degree Experience/skills:
4 years experience in a direct customer support role in a call center or service desk environment
Support experience in any of the following areas: IT, Accounting, Procurement, HR, Facilities or College Auxiliary Services (Housing, Dining, etc.)
Experience in a technology based customer support team in a high volume environment
Some experience coaching others
Required Application Documents
How to Apply In order to be considered for this position, you must apply for it at: http://careers.rit.edu/staff. Click the link for search openings and in the keyword search field, enter the title of the position or the BR number.
Rochester Institute of Technology, the 10th largest private university in the U.S., is among the worlds leading technological universities. Its 18,000 undergraduate and graduate students from all 50 states and more than 100 countries are enrolled in over 200 academic programs, including 7 interdisciplinary Ph.D. programs. A pioneer in experiential education, RIT was the first to offer undergraduate degree programs in biotechnology, information technology, software engineering, and microelectronic engineering. As home to the National Technical Institute for the Deaf, the university offers unparalleled academic opportunities and services for the deaf and hard-of-hearing. Founded in 1829, RIT has 115,000 alumni throughout the United States and around the world. RIT has been named by the Chronicle of Higher Education as one of the Great Colleges to Work For. RIT is a National Science Foundation ADVANCE Institutional Transformation site, and is responsive to the needs of dual-career couples through the Upstate NY Higher Education Recruitment Consortium. For more information, visit www.rit.edu/overview/rankings-and-recognition and www.rit.edu.
As a member of the RIT community employees receive a well-balanced benefits package that offers a variety of choices and access to additional employment advantages. These benefits, combined with an employees pay, provide a total compensation package that can be tailored to meet your needs. More on RITs Benefits, Health & Wellness program can be found at: https://www.rit.edu/fa/humanresources/content/benefits-health-and-wellness
RIT does not discriminate. RIT is an equal opportunity employer that promotes and values diversity, pluralism, and inclusion. For more information or inquiries, please visit RIT/TitleIX or the U.S. Department of Education at ED.Gov
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Founded in 1829, Rochester Institute of Technology is a diverse and collaborative community of engaged, socially conscious, and intellectually curious minds. Through creativity and innovation, and an intentional blending of technology, the arts and design, we provide exceptional individuals with a wide range of academic opportunities, including a leading research program and an internationally recognized education for deaf and hard-of-hearing students. Beyond our main campus in Rochester, New York, RIT has international campuses in China, Croatia, Dubai, and Kosovo. And with more than 19,000 students and more than 125,000 graduates from all 50 states and over 100 nations, RIT is driving progress in industries and communities around the world. Find out more at www.rit.edu .