Customer Service Rep II-1

1 month ago

Lancaster, United States Dallas College Full time
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Weekly Work Hours
40

Compensation Range
N04-PT

Hourly Rate
$22.06 Hourly

FLSA
United States of America (Non-Exempt)

Position Type
Staff
Job Summary

As an IT Service Desk Customer Service Representative, you will be responsible for resolving level 2 or more complex technical issues for our clients. You will provide support via phone, email, and chat, ensuring that all issues are resolved promptly and efficiently. Your expertise and experience will be crucial in diagnosing and troubleshooting advanced technical problems, as well as mentoring junior team members. This role is ideal for individuals with a background in IT support who are ready to tackle more complex technical issues and provide high-level customer service.

Required Knowledge, Skills, and Abilities
  • Provide second-level technical support to clients by answering queries and resolving complex issues related to hardware, software, and network systems.
  • Triage tickets related to enterprise systems including Workday HCM, Workday Finance, Workday Student, Salesforce, Active Directory, Microsoft Suite including Outlook and Teams, login and credentialling systems, and educational technology.
  • Thoroughly document service requests using our ticketing system in ServiceNow, ensuring all information is accurate and up to date.
  • Maintain detailed records of customer interactions, including issue descriptions, troubleshooting steps, and resolutions.
  • Diagnose and troubleshoot complex technical issues by following advanced procedures and using remote support tools.
  • Effectively collaborate with Level 1 support to handle escalated issues, ensuring timely resolution and customer satisfaction.
  • Communicate effectively with clients to understand their technical problems and provide clear instructions and solutions.
  • Assist in training and mentoring junior team members, sharing knowledge and best practices.
  • Participate in training sessions and stay updated with the latest IT support best practices and technologies.
  • Creating and updating the department knowledge base and articles.
Physical Requirements

Normal physical job functions performed within a standard office environment. Reasonable accommodation may be made for individuals with physical challenges to perform the essential duties and responsibilities.

Minimum Requirements
  • High school diploma or equivalent required; Vocational training, Associate's or Bachelor's degree in Information Technology, Computer Science, or related field preferred. Official transcripts will be required.
  • 1-3 years of experience in IT support or a related field.
  • Proficient understanding of computer systems, cloud software, and other tech products.
  • Familiarity with Workday, ServiceNow, and Salesforce is desired but not required.
  • Experience with Microsoft operating systems and the Microsoft Suite highly desired.
  • Previous experience interacting with customers in a service environment is required.
  • Effective listening and reading comprehension skills.
  • Strong customer service, problem-solving, and technology skills.
  • Bilingual or multilingual preferred
***Will be subject to a criminal background check. Some positions may be subject to a fingerprint check. ***

Key Responsibilities
  • Excellent communication and interpersonal skills, with a strong customer service orientation.
  • Ability to think critically and solve complex problems efficiently.
  • Ability to communicate technical concepts to non-technical users.
  • Ability to work well in a team environment and collaborate with colleagues.
  • Ability to effectively use a communication platform like Microsoft Teams
  • Willingness to learn and adapt to new technologies and processes.
  • Completes required Dallas College Professional Development training hours per academic year.


The intent of this job description is to provide a representative summary of the major duties and responsibilities performed by incumbents of this job and shall not be construed as a declaration of the total of the specific duties and responsibilities of any particular position. Incumbents may be directed to perform job-related tasks other than those specifically presented in this description. Position requires regular and predictable attendance.

About Us

Since 1965, Dallas College, formerly Dallas County Community College District, has served more than three (3) million students. Comprising seven campuses located around the Dallas/Fort Worth area, we are one of the largest community college systems in the state of Texas. We strive to be a leader in the community college space, placing students at the center of everything we do.

Dallas College is committed to cultivating an environment of opportunity and belonging for all students and employees. We recognize that the Dallas College workforce, and the diverse talent that stems from it, is directly linked to our success. We are part of an equal opportunity system that provides education and employment opportunities without discrimination on the basis of any protected attribute, including race, color, religion, national origin, sex, disability, age, sexual orientation, gender identity or gender expression,

veteran status, pregnancy or any other basis protected under applicable law. In accordance with applicable law, Dallas College will make reasonable accommodations for applicants and employees' religious practices and beliefs, as well as any mental health or physical disability needs.

Applications Deadline
November 4, 2024

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