Advanced Customer Service Specialist

6 days ago


Joliet, Illinois, United States University of St. Francis Full time
Overview:

The University of St. Francis seeks an advanced customer service specialist to join its Technology Support Center team as a Graduate Assistant & Support Supervisor. This role offers a unique blend of technical expertise and leadership skills, providing support to students, faculty, and staff while supervising student workers and contributing to the development of the TSC's knowledge base.

Key Responsibilities:

This position is responsible for delivering exceptional customer service via multiple channels, including live chat, email, and phone support. The successful candidate will have advanced knowledge of computer operating systems, software applications, and network systems, as well as experience working in a help desk or call center environment.

The ideal candidate will possess strong communication and interpersonal skills, with the ability to empathize with end-users and communicate complex technical information in a clear and concise manner. Additionally, this role requires strong leadership skills, with the ability to mentor and train student workers, oversee their work, and contribute to the development of the TSC's documentation and knowledge base.

Requirements:

To be successful in this role, candidates must possess a graduate degree from the University of St. Francis (with the exception of those at the Albuquerque NM campus) and have relevant experience working in a customer service function for a technology support department. A bachelor's degree in Management, Education, or Technology areas is also preferred, along with experience administering a ticket tracking system and working in a help desk or call center capacity.

Key qualifications include:
  • Excellent communication and interpersonal skills
  • Advanced knowledge of computer operating systems, software applications, and network systems
  • Experience working in a help desk or call center environment
  • Leadership aptitude and ability to mentor and train student workers

Benefits:

This role offers a competitive salary of $5000 per stipend (August through May) and tuition waiver up to 9 graduate credits for the spring semester. Additionally, the successful candidate will receive a 20-hour weekly schedule during the Fall and Spring term, allowing for a healthy work-life balance.

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