Part-time Campus Services User Support Associate
2 weeks ago
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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