Experience providing quality assurance in a customer success related field Experience reporting team performance Experience with technical writing Experience working in an Agile environment related to customer support Experience with scoping, issue resolution, troubleshooting, and software testing
The ITS Solution Center at Iowa State University is seeking a Customer Success Analyst (Program Specialist I) to provide leadership to student staff, and deliver a customer success infrastructure that provides successful technical support to the Iowa State community. TheÂ ITSÂ Solution Center is a team oriented culture that provides a single point of contact for problem resolution for Iowa State University faculty, staff, students, and visitors related to information technology services. The Solution Centerâs mission is to help the people of Iowa State University with issues related to computer software, hardware, and networking.
The Solution Center is dedicated to providing friendly, accurate, and professional service to theÂ ISUÂ community. The Solution Center is located within Information Technology Services (ITS), whichÂ provides core computing, network services, enterprise systems, and information security resources to students, faculty, and staff.Â ITSÂ also collaborates with technology experts campus wide to provide specialized IT
The Customer Success Analyst works in a technical environment and fields technical support questions. Key responsibilities include training, developing, and managing a Solution Center staff of approximately 40 student workers.Â This position will handle escalations, answer questions to promote quick and accurate resolution of customer issues, create quality assurance processes, write technical documentation, and perform special projects. The position will respond to escalations, facilitate tier-level support, and ensure quality customer interactions. Additional responsibilities may include:Â Â technical training, team member management, software testing and maintenance, application administration.
The Customer Success Analyst will also collaborate with IT partners to develop enterprise level relationships. The position requires heavy interaction withÂ ISUÂ faculty, staff, and students to respond to incidents and develop consistent support methodologies and standards. The successful candidate will be professional, outgoing, have a willingness to learn, and will exhibit leadership skills necessary to impact the overall success of the Solution Center. The ideal candidate will value customer service, have the ability to prioritize tasks, have the ability to multi-task and troubleshoot, and remain a resourceful team player. Additionally, the new incumbent will have outstanding communication and presentation skills, strong technical aptitude, flexibility to be on a rotating on-call schedule, and flexibility to adapt to the growing needs of the Solution Center and theÂ ISUÂ community.
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Iowa State University is classified as a Carnegie Foundation Doctoral/Research University-Extensive, a member of the Association of American Universities (AAU), and ranked by U.S. News and World Report as one of the top public universities in the nation. Over 36,000 students are enrolled and served by over 6,200 faculty and staff (see www.iastate.edu). Ames, Iowa is a progressive community of 60,000, located approximately 30 minutes north of Des Moines, and recently voted the best college town in the nation (see www.visitames.com).
Iowa State University is an equal opportunity employer committed to excellence through diversity and strongly encourages applications from all qualified applicants, including women, underrepresented minorities, and veterans. ISU is responsive to the needs of dual career couples, is dedicated to work-life balance through an array of policies, and is an NSF ADVANCE institution.
Iowa State University is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, or protected Veteran status and will not be discriminated against.