Overview

IT Customer Service Specialist Job at D’Youville College in Buffalo, NY

Job Description

I. JOB SUMMARY



The IT Support Customer Service Specialist manages a variety of front office functions and is key to smooth operation of a dynamic triage of Staff, Faculty, and Students as well as performs general office duties to assist the staff of the Office of Technology Services. This individual will be the first point of contact for all walk-in/phone requests.

II. PRIMARY JOB DUTIES:
Handle inbound technical support calls, walk-ins and incoming tickets from Staff, Faculty, and Students.

Work independently and in teams to ensure the success of D?Youville College

Understand Staff, Faculty, and Student needs and expectations on every call/ticket to ensure an exceptional customer experience

Receive and respond to telephone, walk-ins, and ticket support inquiries

Utilize available resources to ensure Staff, Faculty, and Student satisfaction and retention

Educating Staff, Faculty, and Students with knowledge empowering their ability to solve similar technical issues in the future

Initiate Staff, Faculty, and Student education opportunities regarding existing products and services to drive awareness of future solutions

Document all pertinent information using the appropriate call-tracking system

Reinforce customer retention through exemplary problem solving and service

IV. KNOWLEDGE, SKILLS, & ABILITIES:
Excellent communication skills; polite and professional demeanor

Partner with all customers despite varied technical abilities

Experience with:
Microsoft Office Suite

Popular Internet Browsers

Popular Email Clients

Wireless Devices

Problem Solving & Multi-tasking are essential for this role

High School Diploma or equivalent

V. JOB SPECIFICATIONS:
Education:
High School Diploma or Equivalent experience to a bachelor’s or higher from accredited college or university

Experience:
1-3 years IT Support and troubleshooting experience

1-3 years’ experience with Customer Service Skills

Experience troubleshooting current operating systems

Basic troubleshooting skills

Hardware – Laptops, Desktops, Phones

About Company

Company: D’Youville College

Company Location:  Buffalo, NY

About D'Youville College