Job description

Department:
Customer Support Administration
-----
Service Desk

Position Title:
Customer Experience Analyst

Job Family Group:
Professional Staff

Job Description Summary:
The Customer Experience Analyst (CXA) serves as a member of the Customer Experience team. They serve as a first point of contact for the University's IT operations. The CXA is responsible for providing high quality customer service, prioritizing first-contact resolution. While primarily interacting with customers via telephone, the CXA provides service through various venues depending upon customer preference, including email, instant messaging, and in-person. The CXA is responsible for recording the details of reported IT service issues and service requests and working to either restore service as quickly as possible or alerting and escalating them to the appropriate enterprise support teams. The incumbent requires superior customer service skills. The CXA reports to the Customer Experience Manager.

Job Description:
Key Roles and Responsibilities

Work both individually and within the team to address customer support issues while providing world-class customer service.
Triage issues and customer support requests through various contacts vectors, including phone, email, chat, and in-person.
Attempt to resolve customer concerns during initial contact - prioritize first call resolution.
Help with customers on BYOD or managed devices, applications, and systems.
Escalate issues to appropriate support teams, and follow-up on incidents to ensure customer experience expectations are met.
Accurately document customer support activities into the incident tracking/ticketing system and knowledge base.
Leverage internal team members, subject matter experts, and external resources to answer questions and resolve issues.
Participate in regularly scheduled work rotations with the System Support team.
Participate in regularly scheduled work rotations on the Walk-In Appointment Desk.
Participate in after-hours on-call support rotations; one-week durations occurring every month or two depending on current staffing.
Be a customer advocate to ensure delivery of high-quality and timely customer experience from the organization.
Assume responsibility for assigned work and ensure timely resolution to incidents while providing customers with regular updates.
Continue learning modern technologies, procedures, operating systems, applications, etc. to provide excellent customer experience.
Actively provide unsolicited feedback to management to continually improve and evolve the customer experience delivery of the department.

Required Qualifications

High School diploma or equivalent.
More than six months of customer service work experience
Professional telephone etiquette, including active listening and clear speech.
Ability to manage multiple high priority efforts or competing priorities and the flexibility to adjust to changing requirements, schedules, and priorities.
Must be able to frequently move and lift equipment weighing up to 50 pounds up to 6 feet in height across campus for various departmental needs.

Preferred Qualifications

Associate degree or a four-year bachelor's degree with major course work in computer science, information systems, or another related technical field.
More than one year experience in a customer facing information technology role.
Industry certifications, such as: CompTIA A+, CompTIA Network+, Apple Certified Desktop Technician, JAMF Certified Tech, Microsoft 365 Certified: Modern Desktop Administrator Associate.
Computer software and hardware troubleshooting knowledge and experience.
Experience with multiple modern desktop and mobile operating systems.
Experience troubleshooting personal computing hardware, network printers and print queues, scanners, MFDs, and other peripherals both on-site and remotely.
Related work experience in a higher education or academic health care organization.
Previous call center or IT service desk experience.
Experience working in a bring-your-own-device (BYOD) environment.
Experience supporting telecommunications and voicemail support.
Experience using an incident tracking system.
Experience with unified endpoint management tools.

Employee Type:
Regular

Time Type:
Full time

Rate Type:
Hourly

Pay Range:
$28.18 - $42.27
Minimum
$28.18
Midpoint
$35.23
Maximum
$42.27

Notice to Employees from the U.S. Equal Employment Opportunity Commission Kansas City Area Office

Federal law and The University of Kansas Medical Center policy prohibits discrimination against any employee or applicant for employment because of the individual's age (40 and over) with respect to hiring, promotion, discipline, firing, compensation, or other terms, conditions or privileges or employment. The University of Kansas Medical Center supports and shall comply with such federal law in all respects and shall not take any action against employees because they have exercised their rights under the law. Specifically, The University of Kansas Medical Center shall not make hiring decisions based upon an applicant's or an employee's age. Any candidate for employment or employee who believes they have been discriminated against may report the issue to The University of Kansas Medical Center's Equal Opportunity Office, Mail Stop 7004, 4330 Shawnee Mission PKWY, Fairway, KS, 66205, 913-588-8011, 711 TTY. Applicants and employees also may report potential unlawful discrimination or harassment to the Equal Employment Opportunity Commission, 400 State Ave., Suite 905, Kansas City, Kansas 66101. The University of Kansas Medical Center will take prompt and appropriate remedial action to effectively address any violations of its non-discrimination policy. To review the paper version of the notice please copy and paste this link into a browser http://www.kumc.edu/documents/hr/Notice%20to%20Employees.pdf

Application Instructions:
To learn more and apply online, please visit https://kumc.wd5.myworkdayjobs.com/en-US/kumc-jobs/job/Kansas-City-Metro-Area/Customer-Experience-Analyst_JR005183 or go to https://careers.kumc.edu/ and search for position number JR005183.

Applications must be submitted directly through the KU Medical Center website to be considered for this position. Any applications submitted via email or this website will NOT be reviewed or considered.

About KU Medical Center:
The University of Kansas Medical Centers mission is to educate exceptional health care professionals through a full range of undergraduate, graduate, professional, postdoctoral and continuing education programs in the schools of Medicine, Nursing and Health Professions. KU Medical Center also advances the health sciences through world-class research programs; provides compassionate and state-of-the-art patient care in an academic medical center environment; and works with communities in every Kansas county to improve the health of Kansans. Learn more at www.kumc.edu .

Benefits:
KUMC offers a range of great benefits that support employees and eligible family members. Our health insurance benefits begin on hire date and KUMC offers other exciting benefits such as paid parental leave, generous employer retirement contributions and other resources to improve health and well-being. For more information, please visit https://www.kumc.edu/human-resources/benefits.html

Can you also include the following EEO statement on all of our advertising locations: KU is an EO/AAE. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, disability, genetic information or protected Veteran status. http://policy.ku.edu/IOA/nondiscrimination

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