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About the Role
Provide first-level contact, multi-channel support, and IT resources for end users. Gather feedback on tools and their impact on end users' daily work.
Responsibilities
- Provide first-level contact, incident handling, and request fulfillment for IT and business services via phone or written communication
- Resolve user-reported problems using advanced troubleshooting skills, SOPs, knowledge bases, and tier 2 support
- Log incidents, requests, and resolutions accurately and in a timely manner
- Act as a liaison between customers and internal support staff to ensure accurate problem interpretation
- Perform additional duties based on incoming staff requests and departmental needs
Requirements
- Experience in a customer service environment
- Passion for helping people
- Ability to work and adapt to a fast-paced, ever-changing environment
- Demonstrated ability to communicate effectively by phone and in person
- Demonstrated ability to follow prescribed procedures and escalation paths
- Demonstrated initiative and ability to act independently to resolve issues
- Enrolled in 6 or more credit hours or enrolled in the last consecutive semester
- Must be able to work in-person and remotely
Skills
- Verbal communication
- Written communication
- Troubleshooting
- Analytical skills
- Time management
- Spanish fluency (preferred)
- Information technology concepts
Location
- Austin, TX
Work Type
- Hybrid
- Part-time
Experience Level
- Undergraduate students (Freshman - Juniors preferred)
Education Level
- Currently enrolled student
Salary/Compensations
- $15/hour
Benefits
- Optional enrollment in UTSaver voluntary retirement programs
About the Company
- Enterprise Technology - Customer Support at The University of Texas at Austin
Equal Opportunity
- The University of Texas at Austin is an equal opportunity/affirmative action employer committed to a policy of equal opportunity for all persons without regard to race, color, national origin, age, marital status, sex, sexual orientation, gender identity, gender expression, disability, religion, or veteran status.