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Customer Support Specialist

Posted 21 days ago

Contract to hire, Tuition waiver for permanent candidates. 

A Customer Support Specialist provides high levels of customer support for both current and former students, as well as internal and external customers, through various communication channels. Primarily responds to customer support requests related to University technologies and directory assistance.


Primary Duties: 
1. Responds to high volume of customer requests via telephone, email, chat and community boards. Provides assistance to address the issue or route to other departments as appropriate.
2. Creates and maintains accurate documentation of interaction activities for trending and reporting purposes.
3. Demonstrates an ability to use good judgement and maintain performance at established company standards.
4. Proactively manages time and adheres to an established schedule of work activities.
5. Collaborates with other departments to service customers’ specific needs and requests.
6. Ability to work flexible schedules as required to meet business need, including availability to work throughout the operating hours of the department – including evenings, weekends, and holidays and occasional overtime.
7. Performs other duties as assigned or apparent.


Experience: 
• Excellent communication skills, with the ability to actively listen and knowledgably respond to customer questions
• Ability to utilize problem solving skills to instruct customers with varying skill levels regarding technical inquiries.
• Ability to handle a high volume of inbound customer support requests through multiple channels including phone and chat.
• Excellent organizational and time management skills
• Ability to provide timely, accurate information on a variety of academically-oriented subjects
• Ability to maintain a professional and helpful attitude with all customers.

 

Candidates will be responsible for following the client's COVID-19 protocols. Please refer to your MATRIX representative for specifics.

About Us

At MATRIX, we expertly match talented professionals with job opportunities to elevate careers. Since 1983, we have placed thousands of professionals at innovative clients across every industry ranging from small startups to Fortune 50 companies. It’s why we’re consistently in the top 25 of all U.S. IT staffing firms and why our consultants rate us well above the industry average, earning us ClearlyRated's Best of Staffing awards year after year. People come to us for a job, and stay with us because of our top-notch consultant care.

MATRIX is and Equal Employment Opportunity employer and provides reasonable accommodations for qualified individuals.  Supporting medical or religious documentation will be required where applicable. If you are a qualified individual with a disability, you may request a reasonable accommodation under the American Disability Act (ADA) by emailing MATRIX_HR@MatrixRes.com. To ensure a quick response to your request, please use the words “Accommodation request” as the subject line of your email.