Vacancy expired!
- At least 1-3 years of relevant experience
- Must be able to travel to and from campus in Allston, MA.
- This is considered a "Remote Access Critical Position": the employee is required to perform non-deferrable work during emergency closures or curtailments but is not necessarily required to do so at his/her normal workspace; instead, a remote access employee may perform his/her non-deferrable work remotely from home or another off-campus location
- A commitment to excellent customer service in a high-touch user environment, an ability to appropriately set and meet expectations, and a desire to help others
- Strong interpersonal and communication skills, both written and verbal, as well as a strong team-player mentality with both peers and end users
- Organizational skills and attention to detail in all work efforts, and an ability to quickly learn and retain new skills and institutional knowledge
- Personal ownership and accountability with every interaction, and ability to excel in role with minimal direct supervision
- Experience supporting both Microsoft and Apple personal computers in an enterprise environment
- Ability to successfully manage many simultaneous work items of changing priority
- Ability to clearly and easily present technical concepts to customers in non-technical language
- Ability to capture and maintain accurate technical documentation and knowledge management content (internal and customer facing)
- Monitor incoming service channels and ticketing system, and respond to customer requests in a timely manner
- Manage a high-volume, fast-paced work queue filled with shifting priorities and many simultaneous pieces of work; maintain detailed and accurate ticket information
- Troubleshoot and permanently resolve technical issues related client-managed hardware/software, and create/use knowledge articles to aid in resolution
- Stay in close communication with customers on all open work, set and maintain appropriate expectations throughout interactions, and deliver superior customer satisfaction
- Proactively escalate customer service issues, trends, and suggestions for product/process changes to senior peers or management
- Work to consistently meet team key performance indicators and queue management guidelines
- Assume additional responsibilities as required
Vacancy expired!