Customer Service Specialist (Part-Time)
Location : San José
Categories : Unit 9 - CSUEU - Technical Support Services, Probationary, Part Time, Information Systems & Technology
Job Summary
This is a part-time (FTE 0.75) benefited position.*
The Customer Service Specialist performs duties under direct supervision to coordinate and maintain SJSU campus support;
Responds to service desk inquiries and analyzes reported problems, resolving many of the basic issues and logging service desk tickets to technical and functional staff to resolve those requiring more expertise;
and provides customer service support to faculty, staff and students through the coordination of operations, customer and technical service.
Key Responsibilities
Assist Senior Staff in providing customer login support information to SJSU students, faculty and staff.
Assist in monitoring data and appropriately troubleshooting customer service issues.
Collaborate with Service Desk team to route issues appropriately for fastest resolution.
Assist with scheduling training rooms as needed and responding to customer questions regarding services.
Provide assistance to ensure customers can access data regarding SJSU and solve minor processing issues.
Assist with analyzing, resolving, and routing helpdesk phone calls and emails.
Provide general directory assistance, route calls and provide in-person assistance to customers.
Determine appropriate category for resolution, log, route and track trouble tickets using the iTicketing system.
Follow-up on open and overdue service desk tickets.
Monitor common problems and work with Senior Staff to determine if additional documentation is needed.
Knowledge, Skills & Abilities
Ability to troubleshoot basic help desk inquiries
Ability to write and speak clearly using proper grammar
Ability to work as a member of a team and collaborate and support projects
Ability to effectively establish and maintain cooperative working relationships within a diverse multicultural environment
Ability to learn new systems
Basic knowledge of software applications : word processing, spreadsheet, database management
Ability to handle multiple work priorities
Ability to communicate clearly to a diverse group of customers.
Required Qualifications
Bachelor’s degree in computer science, information systems, educational technology, communications, or related fields, or similar certified coursework in applicable fields of study Input required qualifications
Preferred Qualifications
Experience providing customer service support
Experience in a University or college environment
Compensation
Classification : Information Technology Consultant - Foundation
CSU Hiring Range : $3,470 / month - $6,681 / month
San José State University offers employees a comprehensive benefits package typically worth 30-35% of your base salary. For more information on programs available, please see the Employee Benefits Summary .
