Description
As a member of the Help Center staff, this person will provide first line customer service and support for incident and requests via phone, email and in person for CMU affiliates. Team members resolve incident and service requests including but not limited to account management, operating systems, software and network connectivity for PC, Macintosh, and UNIX platforms.As Customer Service Specialist, this person will lead the Help Center staff in customer satisfaction industry best practices; communication and listening techniques; documentation, problem solving and troubleshooting skills; conflict negotiation; and responses to difficult customer behaviors. This person will continually train and evaluate Help Center staff. Customer service processes will be documented and reviewed periodically.
Minimum Qualifications and Requirements:
Experience: 2-4 years of related experience
Skills/Abilities: Good problem solving skills; ability to interact with campus; ability to maintain accurate and detailed records; working knowledge in computer operating systems and common tools including email clients and web browsers.
Preferred Requirements and Qualifications
Education/Training: Bachelor's degree in Computer Science or related field.
Licenses: Help Desk Institute Knowledge Center Support; Help Desk Institute Support Center Analyst; Help Desk Institute Customer Service Representative; ITIL Foundations; CompTIA A+, CompTIA Network+, CompTIA Security+
Experience: Experience in working in a help desk, service center, desktop support program, or other technology support role.
Skills/Abilities: Ability to work well with others, provide a consistent high level of customer service, act independently to resolve customer issues and to escalate issues as needed, able to resolve escalated technical issues.
Accountability: Resolves user computing issues. Works with university network services, software systems engineering and or applications development and/or other Computing Units to restore service and identify and correct problems. May provide recommendations for purchase of hardware or software.
Candidates must have Green Card or U.S. citizenship.