Reporting to the Manager of Customer Services, this position will answer inbound calls in a timely manner and achieve first call resolution by successfully troubleshooting technical issues. Respond effectively and efficiently to software and equipment questions asked by our customer base which includes faculty, staff and students in both on campus and online programs across all four Adelphi locations. Prepare and conduct training sessions for the University’s staff on Microsoft Office, Google Apps for Education and many other products.
Provide 1st and 2nd level technical support for issue resolution. Follow up with end user to ensure customer satisfaction.
Respond to customer inquiries from various contact methods, including online chat, email, phone or in person, with superior troubleshooting skills.
Identify customer issue trends and make recommendations to the HelpDesk manager.
Evaluate problems and escalate to the proper resources to seek a rapid solution.
Enter, monitor and track electronic work orders for resolution and closure.
Create and regularly update documentation to be used as educational and reference material.
Develop and conduct training workshops to further improve the community’s technical skills.
Supervise student staff and provide training on various job responsibilities.
Perform other job-related duties as assigned by the supervisor.
Experience with Windows 7, Microsoft Office Suite, and be familiar with Google Apps for Education.
Strong organizational skills and attention to detail; balanced with the ability to multitask and work well under pressure.
Functional knowledge of computers, tablets and peripheral devices.
Ability to create and deliver technical training to our Adelphi community members.
Patient listener with excellent verbal and written communication skills.
Ability to work flexible hours, including some nights, weekends and holidays when necessary.
Ability to work independently on projects and produce status reports.
The ability to move computer equipment across campus.
The ability to spend frequent amount of time on the phone, sitting and typing for extended periods.
A high school degree; college degree is a plus. 4-5 years of technical experience.
1-2 years of customer service experience. Contact Center experience helpful.
Prior experience with “Help Desk” work order ticketing systems is a plus.