Part-time Campus Services User Support Associate

2 weeks ago


Brantford, Canada Conestoga College Full time

Requisition Details

**Job Title**:
**Part-time Campus Services User Support Associate**

**Requisition #**:
**23-329**

**Campus**:

Brantford

**Department**:

Ancillary Services

**Starting Rate**:

$18.43

**Payband Range**:

$18.43 - $21.10

**Hours/Week**:

24

**Posting Date**:

Friday, February 10, 2023

**Closing Date**:

Tuesday, February 21, 2023 at 11:59 PM EST

**Vacancy Type**:

Support Staff - Part-time Regular

Support Staff Regular Part-time New Position

(First consideration for Support Staff and Academic positions will be given to internal applicants in accordance with the respective Collective Agreements)

**Responsibilities**:

- Responds to student/employee inquiries in a consistent, professional, and timely fashion, engaging with user support tools (online chat, video calls, form submissions, etc)
- Executes carding services (photo approval, individual and batch card printing/activation, card organization, card distribution, and report management) during peak and non-peak periods, which will include operation and maintenance of ONE Card Office equipment and software
- Elevates service levels by delivering information to users about accessing services and investigating user concerns utilizing multiple College systems and databases by troubleshooting, documenting and tracking user experience and needs
- Resolves concerns where possible, and clearly and effectively communicates solutions and next steps to users, verbally or in written format
- Provide solution-based feedback to the Manager to escalate concerns and express areas for improvement, including communicating noted user experience trends
- Contributes to the development, implementation, and assessment of user experience journey mapping, customer service standards and tools, and standard operating procedures
- In conjunction with the Manager and the Campus Service team, participates in the development and maintenance of activity data collection and visualization
- Orders and maintains office supplies at the discretion of the Manager
- Maintains an organized workspace, including organizing and maintaining digital files as necessary

Qualifications:

- Two-year diploma in a relevant field of study
- Two years of practical experience in a similar capacity
- Advanced knowledge of Microsoft Office Suite Applications and relational databases.
- Experience in providing customer service to a variety of stakeholders
- Excellent communication skills and the ability to gain resolution when working with various user types and user challenges
- Knowledge of various technologies and software is considered an asset (e.g. Student Information Systems, ONE Card Systems, etc.)
- Knowledge of social media general uses, moderation, and administration

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