Customer Support Associate, Technology Support Services at Harvard University

Posted in Customer Service 12 days ago.

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Location: Boston, Massachusetts

Job Description:

Harvard University

EEO Statement
We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, gender identity, sexual orientation, pregnancy and pregnancy-related conditions, or any other characteristic protected by law.

Customer Support Associate, Technology Support Services
Harvard Business School

Job Summary

The IT Support Services team at Harvard Business School provides outstanding desktop and audiovisual services to faculty, staff, students, and executive education participants. The team supports the School's mission by delivering premium technology offerings that enhance and creatively advance the teaching, learning, and research environment.

Technology Support Services staff strive to offer consistently excellent service with empathy and care, and to collaborate with customers and each other to deliver creative, repeatable solutions that enable the HBS community to carry out work with as little disruption as possible.

The Customer Support Associate offers first-level support to faculty, staff, and doctoral students, primarily through desk-side visits, but also through phone, email, remote support, and walk-in service counter channels. The Associate provides strong customer service in a fast-moving, high-touch environment by supplying timely, high-quality resolutions to support requests. They refer those they cannot resolve to other technology teams, after ensuring they are properly prioritized and documented.

The ideal candidate will be motivated, energetic and a quick learner, have excellent interpersonal skills and a focus on detail, possess a sense of personal ownership over the work they carry out, and have a serious interest in information technology, customer service, and desktop support.

Basic Qualifications

  • At least 1 year of relevant experience
  • Be able to individually lift and move computer equipment up to 50 pounds, and up to 100 pounds with assistance
  • Participate in overtime staffing rotation to support weekend shifts; additional support outside of regularly scheduled hours, including weekends, will occasionally be required
  • This is considered a "Remote Access Critical Position": the employee is required to perform non-deferrable work during emergency closures or curtailments whether at his/her normal workspace; at home, or at another off-campus location

Additional Qualifications
Additional Skills and Abilities Desired
  • A commitment to excellent customer service in a high-touch user environment, an ability to appropriately set and meet expectations, and a desire to help others
  • Strong interpersonal and communication skills, both written and verbal, as well as a strong team-player mentality with both peers and end users
  • Organizational skills and attention to detail in all work efforts, and an ability to quickly learn and retain new skills and institutional knowledge
  • Personal ownership and accountability with every interaction, and ability to excel in role with minimal direct supervision

Working Conditions
Flexible Work Arrangements possible, including remote work - may occasionally require HBS on campus work, including evenings and weekends