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Title:  Student Service, Customer Service Center

Requisition ID:  14851
Location: 

Hammond and Westville, IN, US

Date:  Oct 2, 2021

Job Summary

 

The CSC is PNW's first stop for any technological support. Our mission is to provide customer support and assistance with technology issues on campus. We provide in-person support as well as remote support via email, phones, Zoom and live-chat.

 

As the first stop for technical support, it's our role to ask questions, troubleshoot issues, and gather as much information as possible in order to help resolve customer questions. We are looking for someone who has knowledge of current technology and trends, with an eye to helping others. Communication skills and problem-solving abilities are key!

 

As frontline support, a busy pace may be expected from time to time. The ideal CSC candidate will have an ability to balance customer expectations, dispatch complex issues to higher tier teams within IS, and assist the University community-- from students to staff, faculty and alumni.

 

Desired Skills:

  • Proficiency in Microsoft Office applications
  • Excellent communication and customer service skills
  • Interest in current technology trends and application
  • Team oriented, with a focus on problem-solving

 

Responsibilities:

  • Troubleshoot and support students, staff, faculty, retirees, alumni and vendors as needed for technical issues related to PNW
  • Verify information to reset passwords, unlock accounts, and provide temporary bypasses for both career accounts and BoilerKey
  • Address requests for assistance via email, phone, virtual helpdesk, chat and in-person
  • Record relevant information and support via Footprints incident management system
  • Adapt to support a variety of devices and operating systems using remote support tools and in-person techniques
  • Support team by becoming a Subject Matter Expert in relevant information for customer base
  • Assist in projects assigned by supervisor or director

Education

 

PNW Student, maintaining a minimum of 6 enrolled hours and a GPA of at least 2.0

Experience

 

Experience with customer service and technical support a plus.

FLSA Status

Non-Exempt


Nearest Major Market: Gary
Nearest Secondary Market: Chicago

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