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 (AIC) plays a crucial role in ensuring that students and staff receive timely and effective technical support. This position involves managing help desk communications, where the specialist is responsible for responding to customer requests and resolving issues in a professional manner. The specialist will categorize and route requests for coaching IT staff, training customers, and addressing campus-wide issues. A significant part of the role includes maintaining and updating documentation, managing the support portal, and engaging with social communications to enhance the user experience. In addition to customer support, the specialist will provide technical support, which includes routine maintenance, software installations, and the repair of college-owned computers. Ensuring that end-user systems and data are protected, up-to-date, and recoverable is a key responsibility. The specialist will also run monthly reports to analyze data, identify call categories, and determine any gaps in documentation or training materials needed for IT staff and student workers. The role requires collaboration with other IT staff to escalate technical issues and assist in campus communications and training. The specialist will work with the broader team to develop effective, scalable, and repeatable client support processes, including creating documentation and work guides for student workers. Creativity and initiative are essential for this position, as the specialist will be expected to engage customers through training videos, handouts, and social media interactions. Additionally, the specialist will assist with the onboarding process for new hires, helping to set up accounts and providing basic training to ensure a smooth transition into the college's systems.

Responsibilities

• Manage help desk communications with customers, ensuring timely and professional responses to requests and problems.
• Categorize and route requests for coaching IT staff and training customers.
• Maintain and update documentation, portal, and social communications.
• Manage all tickets assigned to self and assist student workers in resolving issues.
• Provide technical support including routine maintenance and software installations.
• Ensure end-user systems and data are protected, up-to-date, and recoverable.
• Run monthly reports to analyze data and identify call categories.
• Escalate calls to other IT staff to solve 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 and handouts to support customer engagement.
• Assist with the onboarding process for new hires.

Requirements

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

Nice-to-haves

• Experience with chatbot tools configuration.
• Familiarity with social media engagement strategies.