Customer Service Specialist - ASU Services

Arizona State University • Tempe, AZ

3d • Hybrid

About The Position

The Enterprise Technology (ET) Experience Center at Arizona State University is seeking a Customer Service Specialist to provide endpoint support to faculty, staff, and students using hardware and software. The role assists with technical troubleshooting and documentation to support the institution’s mission through technology. It also carries responsibility for fostering belonging and advancing a relational, visionary, empowering culture grounded in authenticity and compassion.

The position operates in a full-service, 24-hour environment. Schedules vary according to vacancies and operational needs; shift availability is discussed during interviews and finalized during hiring. Flexible work options may be available after the initial 90-day training period. Hybrid arrangements require at least 60% of the regular workweek at the primary ASU work location and approval at the dean or vice president level.

The role is based at the Tempe campus in a standard, climate-controlled office environment. Work involves regular computer use and may include extended periods of sitting. Applicants must be eligible to work in the United States. Driving is not required.

Requirements

• High school diploma and two years of experience appropriate to the assignment or field, or an equivalent combination of experience and/or training demonstrating comparable knowledge, skills, and abilities.
• Eligible to work in the United States.
• Ability to receive, document, track, troubleshoot, and appropriately escalate customer support issues.
• Ability to communicate and collaborate effectively and to provide empathetic customer service.

Nice To Haves

• Ability to implement self-service strategies that improve customer understanding and satisfaction regarding inquiries, policies, and procedures.
• Knowledge of higher education policies and procedures.
• Proficiency with web browsers and troubleshooting techniques.
• Familiarity with customer relationship management tools such as Salesforce or ServiceNOW.
• Experience in a high-volume customer service contact center.
• Experience leading by example in communicating, participating in, and encouraging support for sustainability programs.
• Ability to model empathy, compassion, and emotional intelligence.
• Experience hiring in a values-led organization emphasizing inclusion and belonging.
• Ability to help foster a psychologically safe space where teammates can thrive.
• Ability to stimulate changes in individual, institutional, and corporate behaviors to create a more sustainable environment.

Responsibilities

• Receive, monitor, and respond to inquiries through phone, email, and chat, addressing customer needs with empathy and efficiency.
• Use ticketing systems and designated technologies to document and track support activities according to organizational protocols.
• Escalate complex or unresolved issues to Tier 2 support or specialized teams, with thorough documentation and context.
• Understand user requests and respond appropriately, building trust through follow-through and ownership of issues.
• Apply critical thinking and support documentation, including knowledge bases, to resolve client issues efficiently.
• Develop and collaborate on technical documentation for internal use.
• Recognize trends and notify leadership and relevant departments promptly.
• Participate in scheduled and ad-hoc training sessions and contribute insights and knowledge.
• Follow established methods and guidelines to obtain, clarify, and share information within defined parameters.
• Collaborate across teams and participate in ET and ASU events and programs.
• Leverage AI in routine tasks and contribute ideas for improving unit efficiency and performance.
• Foster a positive culture, uphold organizational values, and champion engagement.
• Help communicate, participate in, and encourage support for the institution’s sustainability programs.

Benefits

• Comprehensive employee benefits package.
• Access to professional development and hands-on learning.
• Workday Learning courses covering a variety of topics.
• Tuition reduction for ASU degree programs.
• Manager-approved specialized training and certifications based on department needs.
• Flexible work options may be available after successfully completing the initial 90-day training period.
• Alternative work schedules may include four 10-hour workdays or staggered start and stop times; a nine-day, 80-hour schedule is stated for exempt employees only.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED