Customer Success Specialist - American International College

About American International College:

American International College is a private, coeducational institution of higher education located on a 88+ acre campus in Springfield, Massachusetts. The campus has 42 buildings on two sites approximately 1/2 mile apart. Included in the inventory of buildings are student residences for a resident population of 900 students. Founded in 1885, the College has approximately 2200 graduate and undergraduate students. AIC offers a variety of undergraduate and graduate programs through the Schools of Business, Arts and Sciences; Health Sciences; and Education. The mission of the College is to transform student lives through career focused learning, with a strong foundation in the liberal arts, a commitment to serving the community, and a high level of involvement in the global economy.

AIC strives to create a diverse and inclusive campus community that is representative, at all job levels, of the students we serve. We are an EEO employer and we welcome applications from individuals for positions where they are underrepresented.

Job Description:

• Help desk communications with customers, ensuring timely and professional response and resolution of members' requests and problems. Recognize, categorize and route requests for coaching of IT staff, training of customers, improving documentation and campus wide issues. Maintain and update documentation, portal and social communications.

• Responsible for managing all tickets assigned to self and assisting student workers to positive resolution through the training of student staff.

• Provide Technical Support - routine maintenance and software installs, repair and maintenance of college owned computers. Ensure end user systems and data is protected, up to date and recoverable (backed up).

• Run reports to analyze data on a monthly basis to identify call categories and determine missing or additional documentation needed for IT staff and work guides for employees.

• Escalate calls to other IT Staff to solve technical issues. Assisting with technical staff with campus communications and campus training.

• Work with our broader team to develop effective, scalable, and repeatable client support, documentation and processes. This includes documentation for IT staff and work guides for student workers

• Show great initiative and creativity to support our customers, keep them happy and engaged. This can be done through training videos, documentation/handouts, training sessions and social media engagement with our community. Additionally, configuring new chatbot tools.

• Work with HR to support the onboarding process. This includes helping set up accounts, basic training, and working to graduate customers successfully, and on time, into their various systems.

Requirements:

• Excellent customer service and organization skills

• Excellent at customer training, documentation and website updates (documentation, instructional videos, other).

• Microsoft Office support, email, web browser support. Mobile device support for connecting to AIC systems (ex. Email)

• Installation of computer hardware (Printers, scanners, etc).

• A+ certified

• PC basics and troubleshooting. Skilled with operating systems, virus / malware remediation, networking devices,

Additional Information:

AIC reserves the right to fill this position at a level above or below the level included in this posting.

AIC is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law.

This job will be full-time on-site in Springfield, MA

Application Instructions:

Qualified applicants should save and submit the following documents with the online application.

• Brief cover letter

• Current resume

• Contact information for three professional references (one of which must be a current or prior supervisor)

Review of applications will continue until the position has been filled.