Customer Success Specialist

American International College - Springfield, MA

Full-time - Entry Level

Springfield, MA

1,001-5,000 employees

Educational Services

About the position

The Customer Success Specialist at American International College is responsible for providing exceptional customer service and technical support to students and staff. This role involves managing help desk communications, resolving technical issues, and ensuring that documentation and training materials are up to date. The specialist will also assist in onboarding new users and developing effective support processes to enhance the overall customer experience.

Responsibilities

• Manage help desk communications with customers, ensuring timely and professional responses to requests and problems.
• Categorize and route requests for coaching of IT staff and training of customers.
• Maintain and update documentation, portal, and social communications.
• Manage all tickets assigned and assist student workers in resolving issues through training.
• Provide technical support including routine maintenance, software installations, and repairs of college-owned computers.
• Ensure end-user systems and data are protected, up to date, and recoverable.
• Run monthly reports to analyze data on call categories and identify documentation needs.
• Escalate calls to other IT staff to resolve technical issues.
• Assist technical staff with campus communications and training.
• Develop effective, scalable, and repeatable client support processes and documentation.
• Create training materials such as videos, handouts, and conduct training sessions.
• Support HR in the onboarding process by setting up accounts and providing basic training.

Requirements

• Excellent customer service and organizational skills.
• Proficient in customer training, documentation, and website updates.
• Experience with Microsoft Office support, email, web browser support, and mobile device support.
• Skilled in installation of computer hardware such as printers and scanners.
• A+ certification is required.
• Knowledge of PC basics and troubleshooting, operating systems, virus/malware remediation, and networking devices.