Job Description
The Customer Care Specialist is a dynamic customer service role that encompasses all aspects of frontline application, technical, and infrastructure support along with the respective escalation pathways. There are multiple customer entry points to ISS Customer Care ranging from: phone, face-to-face, email, self-service ticketing, chat, and text. The Customer Care Specialist is expected to navigate them all with fluidity and utmost professionalism. Additionally, Customer Care Specialists monitor and manage numerous alerting services and are expected to follow escalation protocols and defined policies and procedures day-to-day 24x7. Perform Lead duties, as assigned/scheduled.
Tier 1 Support (Password Reset, DUO Enrollment, Ticket Creation for calls that are Tier 2)
Knowledge of Win and MAC are a plus, would kindly request a typing speed of 50+ WPM (Will need to type as they are speaking with endusers)
UCLA’s ticket Management system is ServiceNow and they will...