Senior Specialist - Customer Support

44441BR

Extended Job Title:

Senior Specialist - Customer Support

Position Description:

Performs specialized, complex work to assist in the organization and implementation of various projects and programs. Work is performed under supervision within established guidelines with performance based on overall results obtained.

Requisition ID:

44441BR

Travel Required:

Up to 25%

Major/Essential Functions:

• First contact resolution on all transactions, when possible. Utilize active listening skills and understand allcustomer requests. Maintain a positive approach in handling customer issues. Is skilled enough to reviewcustomer requests while presenting solutions and offering suggestions to improve efficiency. Utilize ServiceNow to handle, document, and resolve customer issues.

• Document all customer issues in ServiceNow for tracking and reporting purposes. Escalation of customer issues are expected to follow proper procedures established by the business. Texas Tech K-12 Support members are expected to establish customer expectations of follow-up and completion of issue. Follow-up as needed for all open customer requests. Strive to continuously improve upon operating policies, methods, and procedures. Prepare, complete, update, and accurately work the customer file utilizing the following systems: ServiceNow, LMS, SIS, Xtender and any other department software. Respond to all e-mails and phone messages in a timely manner. Process enrollments, extensions, final exam requests to serve our customer needs by following the first contact resolution pattern.

• Assist with projects and assignments (including research of information) with a positive and professional attitude. Comply with all training and acquiring of new skills. Exhibit teamwork to accomplish individual, departmental and University goals. Strive to strengthen and refine professional effectiveness and understanding of TTU K-12 platforms. Provide global educational opportunities, market recognition, and increased sales. Attentively work on any and all other duties assigned by the principal.

Grant Funded?:

No

Pay Basis:

Hourly

Work Location:

Lubbock

Preferred Qualifications:

• Active listening, critical thinking, detail oriented.

• Able to solve problems quickly and handle escalations.

• 3-5 years experience in customer service related field.

• Knowledge of current and future trends concerning online education.

• Experience in working in customer service.

• Experience working in a school

• Ability to work in a open office setting.

• Have the ability to work and perform on several projects simultaneously..

Department:

Texas Tech K12 Student Services

Required Attachments:

Cover Letter, Professional/Personal References, Resume / CV

Job Type:

Full Time

Shift:

Day

Required Qualifications:

High school plus five years experience. Additional education may substitute for experience on a year for year basis.

Does this position work in a research laboratory?:

No

About the Department and/or College:

Texas Tech K-12, a unit of the Texas Tech University Online division, is a state-approved online kindergarten through 12th-grade school that has been meeting students' needs for more than 25 years. Affiliated with Texas Tech University, a Carnegie tier-one research institution, Texas Tech K-12 boasts a rigorous curriculum that allows students to work ahead, make up failed credits, and achieve their goals from wherever they are. Texas Tech K-12 is a Candidate for Accreditation with NCA CASI, NWAC, and SACS CASI. Texas Tech K-12 began in 1993 as a "Special Purpose District" designed to help students whose educational needs were not adequately met by traditional school districts. Since then, we have grown to serve students across the country and more than 70 nations around the world.

Special Instructions to Applicants:

The following must accompany the application:

• Resume/CV

• Cover Letter

• Professional/ Personal Reference

To complete the application process, you must click on the Pre-Employment Affidavit link below to complete an additional form. Once the form is complete, you must return it within 5 business days, to Cynthia Barbosa at e-mail View email address on click.appcast.io. Please email Cynthia for any problems concerning the Pre-Employment Affidavit. This form is not processed by the hiring manager.

• TO ACCESS THE FORM PLEASE CLICK HERE: Pre-Employment Affidavit (

Safety Information:

Adherence to robust safety practices and compliance with all applicable health and safety regulations are responsibilities of all TTU employees.

Pay Statement:

Compensation is commensurate upon the qualifications of the individual selected and budgetary guidelines of the hiring department, as well as the institutional pay plan.

EEO Statement:

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability, genetic information or status as a protected veteran.

About the University:

Founded in 1923, Texas Tech University began with a mission to serve the needs of West Texas, but its impact has always reached far beyond. Today, Texas Tech, located in Lubbock (pop. 300,000+), is home to a vibrant community of more than 42,000 students.Texas Tech's 1,800-acre campus showcases Spanish Renaissance architecture and is home to one of the country's largest public art collections. Its 13 colleges include a prestigious School of Law and a distinguished School of Veterinary Medicine. These programs equip students with the skills and knowledge needed to excel in their respective fields. Built on the values of West Texas — hard work, grit and authenticity — the university graduates students who are deeply engaged in service to their communities and well-positioned to succeed in the world. Texas Tech is committed to achieving research and scholarly accomplishments that compare favorably to the member institutions of the Association of American Universities (AAU). For more than 100 years, Texas Tech has been a premier destination for those seeking a world-class education and a unique, personalized experience as a member of the Red Raider family.

Job Family:

Organizational Administration

Job Sub Family:

Customer Service

Knowledge, Skills, and Abilities:

Ability to effectively communicate verbally and via e-mail with internal and external customers. Understanding and ability to use business office equipment, computer, MS Office, departmental software and VOIP phone systems. Have the ability to make sound judgments. Customer Service; Strong Written and Oral Communication skills; Phone Skills, Listening, Data Entry, People Skills; Attention to Detail; Multi-tasking; Team Player; Work well under pressure; Problem Solving.

Hourly Pay Range:

$17.69 - $22.98 - $28.32