Job Information
UNIVERSITY OF TEXAS AT AUSTIN Support Center Representative in Austin, Texas
Customer Service:Serve as the first-level contact, providing incident handling and request fulfillment for various IT and business services for the University of Texas community through written or verbal communication.Greet customers in a courteous, friendly, and professional manner.Listen attentively to customer needs/concerns; demonstrates empathy.Act as a liaison between customers and internal support staff to ensure accurate issue interpretation and routing for solutions unresolvable by the Service Desk.Maintain communications with customers during the resolution process.Operational Excellence:Provide accurate and timely logging, resolutions, routing, and referrals of customer interactions.Resolve as many user-reported issues as expertise permits using troubleshooting skills and available tools and follow procedures and policies for the handling of support cases.Maintain a productive and efficient pace in handling customer issues.Continual Service Improvement:Review and recommend modifications to documentation and procedures.Participate in projects to enhance and improve service for customers.Hone and develop skills through training and development.Mentoring: Offer direction and guidance to co-workers, part-time students and/or hourly employees.Perform other related functions as assigned.