Research System Support Analyst - Research Administration
About The Position
The Customer Experience Analyst (CXA) serves as a member of the Research Systems Customer Experience team. The CXA is a first point of contact for KUMC Research Administration’s Systems Support operations. The CXA is responsible for providing high quality customer service, prioritizing first-contact resolution. The CXA provides service through various venues depending upon customer preference, including email, instant messaging, video chat or telephone. The CXA is responsible for problem-solving, responding to customer feedback, and offering guidance and assistance in research system. The CXA is responsible for recording the details of reported Research Systems service requests and working to either resolve issue as quickly as possible or alerting and escalating them to the appropriate Research Administration and/or other enterprise support teams. The incumbent requires superior customer service skills. The CXA reports to the Director of Research Systems Operations.
Requirements
- 3 years experience in a customer service support role including chat, email and phone calls.
- Education may substitute for experience on a year for year basis.
- Experience with multiple desktop screens and mobile operating systems.
- Computer software and hardware troubleshooting knowledge and experience.
Nice To Haves
- Associate degree with major course work in computer science, information systems, or other related technical field.
- One year experience in a customer facing information technology role.
- Related work experience in a higher education or academic health care organization.
- Previous call center or IT service desk experience.
- Experience using an incident tracking system.
Responsibilities
- Assists in the review and update of materials needed for the support role
- Work both individually and within the team to address customer support issues while providing world-class customer service.
- Triage issues and customer support requests through various contacts vectors, including phone, email, chat, and video-chat.
- Resolve customer concerns during initial contact – prioritize first call resolution.
- Escalate issues to appropriate individuals or teams, and follow-up on incidents to ensure customer experience expectations are met.
- Accurately document customer support activities into the incident tracking/ticketing system and knowledge base.
- Leverage internal team members, subject matter experts, and external resources to answer questions and resolve issues.
- Participate in regularly scheduled work rotations with the Research System Support team.
- Continue learning research systems functionality to provide excellent customer experience.
- Actively provide unsolicited feedback to management to continually improve and evolve the customer experience delivery of the department.
Benefits
- Coverage begins on day one for health, dental, and vision insurance and includes health expense accounts with generous employer contributions if the employee participates in a qualifying health plan.
- Employer-paid life insurance, long-term disability insurance, and various additional voluntary insurance plans are available.
- Paid time off, including vacation and sick, begins accruing upon hire, plus ten paid holidays.
- One paid discretionary day is available after six months of employment, and paid time off for bereavement, jury duty, military service, and parental leave is available after 12 months of employment.
- A retirement program with a generous employer contribution and additional voluntary retirement programs (457 or 403b) are available.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
Associate degree
