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Customer Success Specialist
2 months ago
American International College is a private, coeducational institution of higher education located on a campus in Massachusetts. The college has a strong foundation in the liberal arts, a commitment to serving the community, and a high level of involvement in the global economy.
Job SummaryWe are seeking a highly skilled and customer-focused Technical Support Specialist to join our team. The successful candidate will be responsible for providing technical support to students, faculty, and staff, ensuring timely and professional response and resolution of requests and problems.
Key Responsibilities- Technical Support: Provide technical assistance to students, faculty, and staff, including troubleshooting, repair, and maintenance of college-owned computers and other equipment.
- Help Desk Operations: Manage the help desk, responding to and resolving technical issues, and escalating complex problems to other IT staff as needed.
- Documentation and Training: Develop and maintain documentation, training materials, and work guides to support student workers and IT staff.
- Reporting and Analysis: Run reports to analyze data on a monthly basis, identifying trends and areas for improvement in technical support and documentation.
- Collaboration and Communication: Work with the broader team to develop effective, scalable, and repeatable client support processes, and communicate with stakeholders to ensure timely and effective resolution of technical issues.
- Excellent Customer Service Skills: Provide timely and professional response and resolution of technical issues.
- Technical Skills: Proficiency in Microsoft Office, email, web browsers, and mobile device support, as well as installation of computer hardware and software.
- Education and Certification: A+ certification and a strong understanding of PC basics and troubleshooting.
American International College is an equal opportunity employer and welcomes applications from qualified candidates. This is a full-time position located on campus in Springfield, MA.
