24/7 Support Specialist Description:
The 24/7 Support Specialist is a student position responsible for providing phone and chat support to University of Arizona campus community seeking assistance with various hardware, software, and enterprise systems.
24/7 Specialists develop their skills through a structured, self-paced learning roadmap that includes training modules, assigned projects, and peer-led instruction. They are expected to deliver excellent customer service and serve as role models for other students. 24/7 Specialists continuously expand their technical knowledge and share expertise with both clients and fellow team members.
Principal Duties- 24/7 Support Specialist:
- Assist University of Arizona users with technology support for personal devices via phone and chat.
- Develop skills and knowledge as outlined by the supervisor.
- Collaborate with and be mentored by the 24/7 Staff FTE team.
- Respond to inbound portal tickets submitted by customers and follow up on unresolved issues.
- Gain proficiency in UA enterprise systems and tools to troubleshoot identity verification and other technical issues.
- Enforce University policies appropriately and professionally.
- Mentor co-workers in developing technical skills and troubleshooting software.
- Model exemplary customer service.
- Escalate issues to the appropriate UITS teams when necessary.
- Take initiative to solve problems before escalating.
- Support a diverse range of clients with varying technical backgrounds and learning styles.
- Participate in trainings, weekly meetings, one-on-one sessions, and professional development activities.
- Perform other duties as assigned.
Required skills:
- Customer service experience with a focus on client support.
- Proficiency in Windows and Mac operating systems
- General knowledge of commonly used software, including Microsoft Office, WiFi configurations, Apple OS, and Windows OS.
- Strong communication skills (written, verbal, and non-verbal).
- Understanding of technical terminology related to University of Arizona services, software, and technology.
- Ability to assess situations, problem-solve, and develop tailored solutions for clients.
- Capacity to research new technologies and apply findings effectively.
- Familiarity with University services and resources.
- Ability to work independently or in small groups with minimal supervision.
