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Customer Service Specialist
Arizona State University. Provide endpoint support to faculty, staff, and students using hardware and software .
Tech Stack
Tools & technologiesServiceNow
About the role
Key responsibilities & impact- Provide endpoint support to faculty, staff, and students using hardware and software
- Receive, monitor, and respond to customer inquiries via phone, email, and chat
- Document and track support service activities using ticketing systems
- Escalate complex or unresolved issues to Tier 2 support or specialized teams with thorough documentation
- Understand user requests and resolve client issues using support documentation and knowledge bases
- Develop and collaborate on technical documentation for internal use
- Recognize trends and notify leadership and relevant departments
- Participate in scheduled and ad-hoc training sessions
- Collaborate across teams and participate in ET/ASU events and programs
- Leverage AI in routine tasks and propose AI-enabled efficiency improvements
- Foster a positive, inclusive culture and champion engagement and organizational values
Requirements
What you’ll need- 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
- Proficiency with hardware and software troubleshooting
- Ability to receive, monitor, and respond to inquiries via phone, email, and chat
- Experience or proficiency with ticketing systems and designated support technologies
- Ability to escalate complex or unresolved issues to Tier 2 support or specialized teams
- Ability to use support documentation and knowledge bases to resolve client issues
- Ability to develop technical documentation
- Knowledge of higher education policies and procedures
- Proficiency with web browsers and troubleshooting techniques
- Familiarity with CRM tools such as Salesforce or ServiceNOW
- Experience in a high-volume customer service contact center
- Applicants must be eligible to work in the United States
- Successful completion of pre-employment, criminal background, work history, academic credential, license, certification, and fingerprint checks
- Ability to work varying schedules in a full-service, 24-hour environment
Benefits
Comp & perks- Access to professional development and hands-on learning
- Workday Learning courses covering a variety of topics
- Tuition reduction for degree programs at ASU
- 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, including four 10-hour workdays, a nine-day, 80-hour schedule for exempt employees, and staggered start and stop times
- Hybrid work arrangement
- Comprehensive employee benefits package enhancing total compensation