Customer Service Specialist - ASU Services

Arizona State University • Tempe, AZ

1d • Onsite

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 contributes to ET’s culture by fostering belonging and practicing relational, visionary, empowering, authentic, and compassionate service.

The position provides customer support in a full-service, 24-hour environment. Work schedules vary with vacancies and operational needs; specific shift availability is discussed during interviews and finalized during hiring. Flexible work options may be available after the initial 90-day training period, subject to applicable approvals. Hybrid work, when approved, requires employees to spend at least 60% of their regular workweek at their primary ASU work location.

The role is based at the Tempe campus. Work primarily takes place in a standard, climate-controlled office and may involve extended periods of sitting and regular computer use. Salary is $20.00 per hour. Applicants must be eligible to work in the United States.

Requirements

• High school diploma and two years of experience appropriate to the assignment or field, or an equivalent combination of experience and/or training that demonstrates comparable knowledge, skills, and abilities.
• Applicants must be eligible to work in the United States.
• Submit a cover letter and resume or CV with the application.

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 supporting or communicating an institution’s sustainability programs.
• Ability to model empathy, compassion, and emotional intelligence.
• Experience hiring in a values-led organization with an emphasis on inclusion and belonging.
• Ability to help foster a psychologically safe environment where teammates can thrive.
• Ability to encourage 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 other designated technologies to accurately 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.
• Use 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 and contribute insights and knowledge.
• Follow established methods and guidelines, and obtain, clarify, and share information within defined parameters.
• Collaborate across teams and participate in ET and ASU events and programs.
• Use AI in routine tasks and contribute ideas for improving unit efficiency and performance.
• Help foster a positive culture, uphold organizational values, and encourage engagement.

Benefits

• Access to professional development and hands-on learning.
• Workday Learning courses on a variety of topics.
• Tuition reduction for ASU degree programs.
• Opportunities for 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 be available, including four 10-hour workdays and staggered start and stop times; the nine-day, 80-hour schedule is for exempt employees only.
• ASU offers a comprehensive employee benefits package.

What This Job Offers

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