Client Support Specialist

2 weeks ago

Waterloo, Canada University of Waterloo Full time

Overview:
**Term: 1 Year**

The Client Support Specialist, reporting to the Manager, Service Desks, will provide support to the university community in the production and planning of virtual events, using the Teams Live Events platform.

**Responsibilities**:

- Work collaboratively with Service Desk Team and ITMS to come up with creative solutions to complex problems
- Plan and produce non-academic virtual events, primarily in Microsoft Teams
- Provide broad technical support to speakers and the support team, on issues ranging from network connectivity, audio and video troubleshooting, and general computer support, to ensure that the event runs smoothly
- Develop processes to ensure the long term sustainability of the service
- Develop knowledge base article
- Commitment to continuous improvement of oneself, and the team, by staying current in the latest technology trends and providing feedback
- Work with groups across campus to understand needs, and work with them to align their events to the Teams Live Events
platform

Qualifications:

- Post-secondary education in a related field or the equivalent combination of education, technical certifications or training, or work experience
- Experience providing support for Office 365, specifically Microsoft Teams
- Ability to troubleshoot problems on Windows, macOS, and Mobile Devices
- Excellent written and verbal communication skills
- Ability to translate technical concepts into simple language
- Excellent interpersonal and customer service skills with the demonstrated ability to deal with clients at all levels of computer literacy with tach and diplomacy
- Proven ability to manage sensitive customer service issues
- Experience planning events, ideally in a virtual setting
- Experience delivering presentations

Vaccination Requirement Statement:
Failure to comply with the Vaccination Requirement if it is reinstated, including failure to comply with any future amendments to the Vaccination Requirement, or failure to comply with new health and safety policies/requirements implemented by the University, including those related to new mandatory employee vaccination, shall result in discipline up to and including termination of employment.

Equity Statement:
The University of Waterloo is committed to implementing the Calls to Action framed by the Truth and Reconciliation Commission. We acknowledge that we live and work on the traditional territory of the Neutral, Anishinaabeg and Haudenosaunee peoples. The University of Waterloo is situated on the Haldimand Tract, the land granted to the Six Nations that includes six miles on each side of the Grand River.

519-888-4567, ext. 45935
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