Customer Service Specialist - ASU Services

Job Profile:

IT Helpdesk Coordinator 2 Non-Exempt

Job Family:

IT Support Services

Time Type:

Full time

Apply before 11:59 PM Arizona time the day before the posted End Date.

Minimum Qualifications:

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.

• Job Profile Summary:
• Assists with technical troubleshooting and documentation for customers in order to support the mission of the institution through technology.

Job Description:

The Enterprise Technology (ET) Experience Center is seeking a Customer Service Specialist - ASU Services. The primary duty of this position is to provide endpoint support to faculty, staff, and students by utilizing hardware and software.

As with all members of the Enterprise Technology team, this role carries core responsibilities, including fostering a sense of belonging and cultivating a culture that is relational, visionary, and empowering. With a strong emphasis on authenticity and compassion, this position is dedicated to embodying and advancing our culture.

What’s in it for you:

Arizona State University offers a comprehensive benefits package that includes valuable employee benefits to enhance the total compensation of its staff. This package includes: ( Click here to explore options. )

• •Arizona State University offers a comprehensive benefits package that enhances your total compensation
• •Access to professional development and hands-on learning
• •Workday Learning courses covering a variety of topics
• •Tuition reduction for degree programs at ASU
• •Opportunities for 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 can include four, 10-hour workdays in a workweek; a nine-day, 80-hour schedule over two workweeks for exempt employees only; and staggered start and stop times.
• •Hybrid work is an arrangement where employees spend a minimum of 60% of their regular workweek at their primary ASU work location. Dean or vice president-level approval is required.

The Experience Center Customer Service Specialist positions operate in a full-service, 24-hour environment.

As such, work schedules vary depending on vacancies and operational needs. Specific shift availability will be discussed during interviews and finalized during the hiring process

Salary Range: $20.00 per hour

Essential Duties:

• •Proficiently receives, monitors, and responds to inquiries via phone, email, and chat while addressing customer needs with empathy and efficiency.
• •Utilizes ticketing systems and other designated technologies to accurately document and track support service activities in alignment with established organizational protocols.
• •Demonstrate the ability to escalate complex or unresolved issues to Tier 2 support or other specialized teams, ensuring thorough documentation and context.
• •Exhibits a comprehensive understanding of user requests and responds appropriately, fostering trust through consistent follow-through and ownership of issues.
• •Applies critical thinking skills while utilizing support documentation, such as knowledge bases, to efficiently resolve client issues.
• •Develop and collaborate in the creation of technical documentation for internal use.
• •Recognizes trends and promptly notifies leadership and relevant departments.
• •Actively engages in both scheduled and ad-hoc training sessions, contributing valuable insights and knowledge.
• •Adheres to established methods and guidelines, proficiently obtaining, clarifying, and sharing information within defined parameters.
• •Collaborate across teams and actively participate in ET/ASU events and programs.
• •Leverage AI in routine tasks and contribute ideas for using AI to improve the unit’s efficiency and overall performance.
• •Take responsibility for fostering a positive culture, upholding organizational values, and championing engagement in all its forms.

Desired Qualifications:

• •Capable of effectively implementing self-service strategies to enhance customer understanding and satisfaction regarding inquiries, policies, and procedures.
• •Demonstrate knowledge of higher education policies and procedures.
• •Proficient with various web browsers and troubleshooting techniques.
• •Familiarity with customer relationship management (CRM) tools, such as Salesforce or ServiceNOW
• •Experience in high-volume customer service contact center.
• •Experience in leading by example in communicating, participating and encouraging support of the institution’s sustainability programs.
• •Ability to model empathy, compassion, and emotional intelligence.
• •Experience hiring in a values-led organization, emphasizing inclusion and belonging.
• •Ability to help foster a safe psychological space for all teammates where everyone can thrive.
• •Ability to stimulate changes in individual, institutional, and corporate behaviors to create a more sustainable environment.
• •Ability to lead by example in communicating, participating, and encouraging support of the institution’s sustainability programs.

Working Environment:

• •Activities primarily take place in a standard, climate-controlled office environment and may involve extended periods of sitting.
• •This role involves regular use of a computer (desktop and/or laptop), including a keyboard and mouse.

Department Statement:

Enterprise Technology (ET) embraces its role as both an enabler and catalyst for advancing the vision and work of the New American University. We are a values-driven organization. Our commitments are reflected in all of the work we do in pursuit of operational excellence, the experience and delight of our community, and our strategic and innovation initiatives. Applicants must be eligible to work in the United States.

Join the team that sparks human-centered innovation

ET is a rapidly reconfigurable and entrepreneurial organization at ASU that prioritizes and executes to meet the needs of our community of learners, faculty, researchers and staff. Our work emphasizes autonomy, flexibility and distributed decision-making to leverage the strengths of individuals. Together, we embrace a culture that nurtures, engages and embraces many voices with a shared lens of positive community impact and expanded opportunities for collaboration.

Why join us?

Mission oriented. Everything we do is to advance ASU’s charter -- measuring who we include and how they succeed. We are staunch champions of learner success and put people first.

Flexibility. Our flexible work environment allows employees to explore opportunities with their supervisor beyond the traditional work schedule. Opportunities include hybrid work where staff are in person three days per week.

Culture forward. We embrace a Positive Core culture: Belonging, Relational, Authentic, Visionary and Empowered.

Scale of impact. Our work changes the world. With 200k+ learners, faculty, researchers and staff, working with ET means you have the capacity to improve many lives and entire communities.

World-class, low cost education. Our professional development is built in! ET encourages staff to seek additional certificates and degrees via ASU’s top ranked programs with major tuition breaks.

Exposure to industry giants. ET partners with Amazon, Apple, Arista, Cox, Verizon, Salesforce, Alteryx and a diversity of technology companies to enhance our innovations and deepen their impact.

Driving Requirement:

Driving is not required for this position.

Location:

Campus: Tempe

Funding:

No Federal Funding

Instructions to Apply:

Current employees, student workers seeking staff opportunities, and students applying for student worker positions must apply directly through the Workday Jobs Hub .

To be considered, your application must include