Customer Service Specialist, Asu Services

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.

This position will require full-time (40) hours during the months of January, July, and August, with available shifts of either:

• 9:00am - 6:00pm
• 7:00am - 4:00pm
• 8:00am - 5:00pm

As with everyone in the ET, culture and communications are core responsibilities in this role. With an increased focus on diversity, equity, inclusion and belonging, this position strives to embody and advance our ET Positive Core.

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)

• Retirement program designed to promote long-term savings and provide income upon retirement.
• Paid time for volunteer and professional development.
• Wellness program for preventative health education and screenings.
• Employee assistance for free and confidential behavioral health services.
• Opportunity to obtain Certifications in Business Analytics, Cybersecurity, Google IT, and Data Analytics, and/or NASFAA courses to obtain Certified Financial Aid Administrator credentials.
• Low-cost health, dental, vision, and life insurance benefits available on day one.
• ASU Tuition Reduction Program for staff members, their spouses, and dependents, available on day one.
• Disability and leave program for income protection.

• Works within guidelines of established methods; obtains, clarifies, and provides information within established parameters.
• Participates and contributes to schedule and ad-hoc training.
• Completes leveraged support documentation such as knowledge bases to resolve client issues.
• Demonstrates commitment to valuing diversity and contributing to an inclusive working and learning environment.
• Advances our Enterprise Technology Affirmative Pledge.
• Receives, monitors, responds to, and updates ticketing tracking system, other technologies to document and track support services work in accordance with established policy through phone, email, and chat.
• Identifies trends and notifies appropriate technology areas.
• Take responsibility for fostering culture, advancing our values, and championing engagement in all its forms - collaborating across our teams as well as participating in ET/ASU events and programs.
• Understands and responds appropriately to user requests and has the ability to foster and instill trust through consistent follow-through and ownership of issues.
• Maintains logs of tasks/actions.

One-two years’ experience in a customer service environment and experience in a frontline customer service environment OR any equivalent combination of experience and/or education from which comparable knowledge, skills and abilities have been achieved.

• Ability to model empathy, compassion and emotional intelligence.
• Experience with web browsers.
• Experience in understanding and responding appropriately to basic user requests.
• Demonstrated knowledge of financial aid policies and procedures and student business services, policies, and procedures.
• Experience in self-service activities to ensure customer comprehension and satisfaction regarding questions, policies and procedures.
• Experience in leading by example in communicating, participating and encouraging support of the institution’s sustainability programs.

Arizona State University is a new model for American higher education, an unprecedented combination of academic excellence, entrepreneurial energy and broad access. This New American University is a single, unified institution comprising four differentiated campuses positively impacting the economic, social, cultural and environmental health of the communities it serves. Its research is inspired by real world application blurring the boundaries that traditionally separate academic disciplines. ASU serves more than 100,000 students in metropolitan Phoenix, Arizona, the nation's fifth largest city. ASU champions intellectual and cultural diversity, and welcomes students from all fifty states and more than one hundred nations across the globe.
ASU is a tobacco-free university. For details visit https://wellness.asu.edu/explore-wellness/body/alcohol-and-drugs/tobacco
Arizona State University is a VEVRAA Federal Contractor and an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other basis protected by law.
Notice of Availability of the ASU Annual Security and Fire Safety Report
In compliance with federal law, ASU prepares an annual report on campus security and fire safety programs and resources. ASU’s Annual Security and Fire Safety Report is available online at https://www.asu.edu/police/PDFs/ASU-Clery-Report.pdf. You may request a hard copy of the report by contacting the ASU PD at 480-965-3456.
Relocation Assistance – For information about schools, housing child resources, neighborhoods, hospitals, community events, and taxes, visit https://cfo.asu.edu/az-resources.

Application deadline is 3:00PM Arizona time on the date indicated.
Please include all employment information in month/year format (e.g., 6/88 to 8/94), job title, job duties and name of employer for each position.
Resume should clearly illustrate how prior knowledge and experience meets the Minimum and Desired qualifications of this position.
ASU does not pay for travel expenses associated with interviews, unless otherwise indicated.
Only electronic applications are accepted for this position.