Tech Support Student Assistant

Miami University Alumni Association

1d•Onsite

About The Position

The Tech Support Assistant will serve as the first point of contact for customers at the Tech Support Lounge. This role involves greeting customers, providing initial diagnosis and troubleshooting of technical issues, and offering general support for a range of technology-related problems. The position aims to ensure a high level of customer satisfaction through effective and efficient service delivery. The Tech Support Lounge offers services such as a Loaner Computer Program, Hardware Diagnostics, Guided Software Diagnostics and Repair, a Repair Depot, a Safe Vendor Meeting Zone, and a DIY Repair Bench.

Requirements

Basic knowledge of computer hardware and software.
Strong problem-solving skills and attention to detail.
Excellent communication and interpersonal skills.
Ability to work independently and as part of a team.
Customer service experience or a strong desire to help others.

Nice To Haves

Prior experience in a technical support role.
Familiarity with university-specific technology and software systems.
Ability to diagnose and resolve common technical issues.
Experience with customer service or in a retail environment.
Strong organizational skills and ability to multitask.
Demonstrated ability to learn new technologies quickly.

Responsibilities

Greet customers promptly and courteously as they arrive at the Tech Support Lounge.
Conduct initial assessments of customer-reported technical issues.
Perform basic troubleshooting and diagnosis for hardware and software problems.
Assist customers with loaner computer program requests and explain the terms and conditions.
Guide customers through software diagnostics and repair processes, including OS updates, virus removal, and data backup.
Facilitate the shipping and receiving of laptops for manufacturer repairs and manage loaner computer logistics.
Provide a safe environment for vendor meetings and assist in scheduling the use of workbenches.
Escalate complex issues to full-time staff as needed.
Maintain accurate records of customer interactions and service provided.
Provide guidance and support on the use of university-supported technology and software.
Collaborate with team members to improve service processes and customer experience.
Participate in training sessions to stay updated on the latest technology and support techniques.