Customer Success Specialist

Location: Boston, MA
Description:

Title: Customer Success Specialist

Department: IT User Services

Reports To: Assistant Director of Desktop Support Services

Job Objective:

Our client is seeking an enthusiastic and resourceful Customer

Success Specialist to join our User Services department. This position reports to the Assistant

Director of Desktop Support Services, and is responsible for developing and maintaining long-term

customer relationships with students, staff, and faculty on our Boston campus through day

today technology support.

The Customer Success Specialist is a customer-oriented position, with a focus on socialization and

communication. This role lends itself to a hybrid of soft and hard skills, requiring the capability to

learn and master technology while managing customer interactions. Primary duties include the

resolution of support requests via phone, walk-in, email, and tickets within our customer support

software (Zendesk). These tasks require superb communication, time management skills, and the

ability to effectively handle a number of diverse problems at the same time. The best Customer

Success Specialist is driven to uncover the root of an issue and can provide clear and informed

solutions through frequent customer communication verbally and in writing to both technical and

non-technical personnel.

In addition to ticket resolution, the Customer Success Specialist participates in all aspects of staff

and faculty computer configuration and deployment. This begins with contacting users eligible for a

computer upgrade or who are scheduled to receive new hardware purchased by their department,

helping them to securely backup their data, remove and recycle their old hardware, and deploy new

desktops, laptops, monitors, and printers. The Customer Success Specialist also plays an important

role in the supervision and mentorship of our large body of student workers, including participation

in student training opportunities, engaging with students to provide opportunities for learning, and

setting an example of excellent customer support.

Emerson College

Staff Job Description

Finally, the Customer Success Specialist will collaborate and serve on project teams within internal

areas of IT, including Lab Operations, Media Services, Information Security, Enterprise

Systems, and Infrastructure. This requires interacting with project team members to ensure

deliverables and annual departmental goals are met. Common collaborative tasks include the

development of user-facing and internal guides, consulting with members of the College to

proactively identify areas of improvement to our services, and the creation of content such as

spreadsheets or graphics as needed.

We are looking for a teammate who wants to be an individual contributor willing to further their

technical knowledge to further departmental success. We view mistakes as learning opportunities,

allowing for personal and professional improvement. Our Customer Success Specialists are polite

and professional, working to support a diverse community.

Emerson IT is committed to providing a high-level of customer support through empathy,

adaptability, and transparency. We encourage you to apply if you are inquisitive, open-minded,

proactive, and always excited to learn.

Key Responsibilities:

● Purposefully develop and expand a deep knowledge and understanding of the services

provided by IT through trainings, knowledge base articles, and experience gained

from daily operations.

● Our Customer Success Specialists are integral to the daily operations of IT and are

expected to be readily available, both online and in-person, during scheduled work hours.

○ Examples include responding in a timely fashion to emails and Slack messages, as

well as meeting department standards and expectations for ticket assignments and

response times.

● Partner with the faculty, staff, and students of the college to effectively resolve issues

through the phone, walk-in visits, and our customer support software (Zendesk).

○ Examples of common customer requests include: how do I set up my

account, where can I reset my password, my two-factor authentication isn’t working,

and how can I log into the wifi, Gmail, and more.

● Independently problem-solve consistently to diagnose, troubleshoot, and repair

College-owned equipment including:

○ Desktops, laptops, monitors, printers, peripherals, and other related hardware.

Emerson College

Staff Job Description

○ This also includes requested software installation, periodic maintenance, and other

upgrades as necessary.

● Embrace a customer success mindset, engaging in active customer support and relationship

building with the community. Provide long-term, informed resolutions for all

issues, including best effort with non-Emerson owned student computers and referring

members to local services for hardware repair as needed.

● Champion communication through a variety of tools to prioritize and track assignments,

including:

○ Zendesk, our customer support software.

○ Bomgar, our remote support tool for assisting users on and off the campus.

○ Slack, our chat service for internal departmental support.

○ Asana, our project management application

● Identify, create, and maintain our internal and external guides for campus services, such as

how to use Gmail, Microsoft Office, and Adobe Creative Cloud.

● Communication with the college’s user base, including contacting users affected by email

spam/phishing attacks and reflecting maintenance or downtime for our services through our

various communication channels.

● Responsible for receiving client-owned hardware, including unpackaging, configuring,

inventorying, and distribution.

○ Configuration follows the specifications set by the Desktop Systems Administrator

using UEM Software (such as JAMF and Workspace or similar).

○ Play a key role in the employee computer replacement program, helping them to

securely backup their data, remove and recycle their old hardware, and set up their

new computer.

● Serve as a mentor for all student workers at the Help Desk. Participate in student training

opportunities, provide oversight and assistance with their ticket queue, and modeling

exemplary customer support via phone and walk-in.

○ This includes working alongside students as they assist our users, ensuring that they

are providing the correct solution and helping grow their communication skills and

ability to troubleshoot.

● Communicate current tasks and tickets assigned to yourself, including current challenges

you’re facing and how you plan to move forward.

○ Escalation to the Customer Success Manager is encouraged, as well as open

communication with the Desktop Systems Administrator for recurring issues.

Emerson College

Staff Job Description

● Collaborate with internal areas of the department to identify opportunities for better

utilization of our services by our user base.

● Perform other relevant duties as assigned. Occasional opportunities to take on additional

hours during weekends, nights, and certain holidays to resolve critical issues.

Skills and Experience:

● Ability to creatively solve problems and find solutions that help support our user base.

Contact: bcarriere@judge.com