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Campus Support Representative/Customer Service Representative

Campus Support Representative has the important responsibility of providing client support across a variety of innovative, exciting, and ever-changing web products. Through email, telephone, chat, and an online help desk system, you will delight users by fulfilling requests and inquiries with speedy, cheerful, and fantastic service. We think clients should not only be able to find answers quickly, but also be directed towards solving the next question they might have. Campus Support position must be positive, love helping others, and relish digging into problems. This position reports to the Senior Manager of Campus Support.

 

Responsibilities

  • Identify and organize incoming customer questions or problems by priority, and triage/ escalate issues in a timely manner via ticketing system, phones, and/or chat.
  • Provide remote training to Member Campuses as necessary.
  • Assist in the completion of campus-specific projects or goals.
  • Troubleshoot Member Campuses’ technical issues within software.
  • Liaise with technical teams as necessary to ensure advanced issues are resolved.
  • Liaise with regional consulting teams as necessary to address campus relationship successes and issues.
  • Aid in the writing of technical documentation, testing, and quality assurance projects as requested.
  • Assist in internal technical configuration and campus communications.
  • Maintain accurate and consistent customer relationship management records based on support activities.
  • Assist Campus Support Managers with projects as assigned and provide support to various product teams as necessary.
  • Some evening (until 8 pm) and weekend availability may be necessary.

 

Skills, Experience, Knowledge, and Personal Characteristics
Through 2 – 5 years of related experience, one should possess the following skills and characteristics:

  • Optimism, warmth, and a love for making customers happy.
  • Strong command of the English language and ability to communicate clearly.
  • Excellent organization skills.
  • Problem solving with an emphasis on creativity and critical thinking.
  • Confidence to work with customers on a consultative basis.
  • Multi-tasker with high attention to detail.
  • Out-of-the-box thinker
  • Ability to seamlessly move between a team environment and independent work.
  • Familiarity with spreadsheets and other office productivity applications.
  • Familiarity with graphics software, video production software, and/or coding HTML is desirable, but not required.
  • Experience working in a college or university environment is desirable, but not required.
  • Experience working in a technical support role is preferred, but not required.

 

Education

  • A Bachelor’s degree is required.

 

Location

  • This position is located in Buffalo, NY, and cannot be accomplished remotely from another location.

 

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