Customer Service Specialist
Rexburg, Idaho, United States
• Client Support:Provide first-level support to students, faculty, and staff via phone, email, or in-person.Address inquiries, technical issues, and requests related to university services and systems.• Issue Resolution:Troubleshoot and resolve technical problems with computer hardware, software, and network connectivity.Escalate complex issues to higher-level support teams when necessary.• Service Desk Operations:Maintain and update the service desk ticketing system, logging and tracking all client interactions and resolutions.Prioritize and manage a high volume of support requests efficiently.• Technical Guidance:Offer step-by-step guidance and instructions to clients for resolving common technical issues independently.Provide training and assistance for using university-specific software and tools.• Resource Management:Assist clients in accessing and navigating online resources, databases, and academic platforms.Facilitate access to learning materials and digital resources.• Information Dissemination:Share important announcements, updates, and information regarding campus services, events, and policies.Act as a conduit for communication between clients and university departments.• Quality Assurance:Ensure accuracy and consistency in responses to client inquiries.Follow established protocols and procedures for service delivery.•Customer Satisfaction:Strive to meet or exceed client expectations by providing friendly, patient, and efficient service.Gather feedback to continually improve the support experience.