[Remote] Service Center Consultant Associate
Note: The job is a remote job and is open to candidates in USA. The University of Michigan is looking for Service Center Consultants to join their team in Information and Technology Services. This role serves as an initial point of IT assistance, providing beyond-basic help desk support for faculty, staff, and students while collaborating across teams to deliver high-quality technical support and customer service.
Responsibilities
- Work in a team environment providing IT support with a wide-ranging scope including:
- Identities; passwords and access
- Computer and network infrastructure; desktop and mobile-devices; collaboration services
- Applications covering human resources; financials; student and alumni records; research administration; teaching and learning
- Provide high quality customer service and technical support, primarily via remote channels: phone, email, and chat. Multitask and work simultaneously with multiple applications, open windows and screens. Document and fulfill service requests, provide needed information and how-to guidance. Handle a high volume of customer contacts efficiently through effective time management and adhering to policy guidelines. Verify and troubleshoot issues; use training and available documentation to provide solutions. Educate customers on available IT services as well as relevant IT standards and policies
- Actively collaborate with team members and other service/support groups to resolve more complex issues. Update and improve existing support documentation. Support the development, design, and implementation of new IT services, and improvement of existing services
Skills
- High School diploma or equivalent combination of education, certification, and experience
- Demonstrated knowledge of operating systems (Windows, MacOS) and industry standard web browsers
- Demonstrated proficiency with current computer technology and applications (tools for documents, spreadsheets, presentations, and collaboration)
- Demonstrated ability to leverage a variety of information sources and technical tools to perform day-to-day tasks
- Demonstrated effective creative problem solving with excellent troubleshooting, organizational, and analytical skills
- Demonstrated effective oral and written communication skills
- Demonstrated ability to establish and maintain effective relationships with customers and colleagues to consistently provide exemplary customer service
- Associate's or Bachelor's degree
- Six months experience in IT, customer service, or other relevant settings
Benefits
- Comprehensive benefits package
Company Overview
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