Senior Customer Service Analyst in Los Angeles, CA

$80K - $100K(Ladders Estimates)

University of Southern California   •  

Los Angeles, CA 90001

Industry: Education, Government & Non-Profit

  •  

5 - 7 years

Posted 58 days ago

This job is no longer available.

The University of Southern California's (USC's) Information Technology Services is seeking a talented Senior Customer Service Analyst with an exceptional commitment to service excellence to join its team. As the Senior Customer Service Analyst, you will be an integral member of the Customer Service team, collaborating with diverse and talented team members to help solve multidimensional information technology problems, improve customer experience, and generate value for our campus stakeholders across a broad base of departments and constituencies.

ABOUT USC

USC is the leading private research university in Los Angeles—a global center for arts, technology, and international business. With more than 47,500 students, we are located primarily in Los Angeles but also in various US and global satellite locations. As the largest private employer in Los Angeles, responsible for $8 billion annually in economic activity in the region, we offer the opportunity to work in a dynamic and diverse environment, in careers that span a broad spectrum of talents and skills across a variety of academic and professional schools and administrative units. As a USC employee and member of the Trojan Family—the faculty, staff, students, and alumni who make USC a great place to work—you will enjoy excellent benefits, including a variety of well-being programs designed to help individuals achieve work-life balance.

Come join the ITS team and work as a trusted partner in shaping an environment of innovation and excellence for the university.

MINIMUM QUALIFICATIONS

The candidate for the position of Senior Customer Service Analyst must meet the following qualifications:

  • Bachelor's degree in a relevant field such as business administration, computer science, computer information systems, etc., or equivalent combination of education, training, and experience.
  • Five years of experience in information technology, customer service, or higher education.
  • Excellent customer service and interpersonal communication skills.
  • Experience conducting troubleshooting activities for common Level 1 support such as password reset, remote installation of supported software, device registration, two-factor authentication setup, and other common support activities.
  • Ability to develop positive working relationships and a strong rapport with team members.
  • Strong technical documentation skills.
  • Excellent written and verbal communication skills.
  • Experience developing and delivering training programs.
  • Experience driving continual improvement in IT support procedures and knowledge and influencing adoption of best-practices.
  • Experience with an ITSM tool, such as ServiceNow.
  • Ability to make efficient, logical decisions in a rapidly changing environment even in the absence of complete information.

PREFERRED QUALIFICATIONS

The ideal candidate for the position of Senior Customer Service Analyst has the following qualifications:

  • Bachelor's degree in a relevant field such as business administration, computer science, computer information systems, etc.
  • More than eight years of experience in information technology, customer service, or higher education.
  • Experience with ServiceNow.
  • Experience with Office 365, remote support tools, password reset procedures, financial IT services, two-factor authentication, and/or network-monitoring tools.

MINIMUM QUALIFICATIONS The candidate for the position of Senior Customer Service Analyst must meet the following qualifications: • Bachelor's degree in a relevant field such as business administration, computer science, computer information systems, etc., or equivalent combination of education, training, and experience. • Five years of experience in information technology, customer service, or higher education. • Excellent customer service and interpersonal communication skills. • Experience conducting troubleshooting activities for common Level 1 support such as password reset, remote installation of supported software, device registration, two-factor authentication setup, and other common support activities. • Ability to develop positive working relationships and a strong rapport with team members. • Strong technical documentation skills. • Excellent written and verbal communication skills. • Experience developing and delivering training programs. • Experience driving continual improvement in IT support procedures and knowledge and influencing adoption of best-practices. • Experience with an ITSM tool, such as ServiceNow. • Ability to make efficient, logical decisions in a rapidly changing environment even in the absence of complete information.

Valid Through: 2019-9-13