Customer Service Representative - IT - Western/Pacific Region

Are you passionate about customer service with an interest in technology? If you enjoy helping others, we would love to speak with you!

Candidates for this role must reside in the MST or PST time zone. 

We are seeking an enthusiastic and customer service-oriented individual for an entry-level IT customer service position. This is a fantastic opportunity to develop your IT skills while making a meaningful impact on customer satisfaction! 

This position is remote, with some travel required as needed in the assigned region.
3+ years in a high-volume customer service driven role such as retail, call center, or other high volume customer service role required.

Arizona College of Nursing is a rapidly growing, nursing school that transforms people’s lives by preparing them for careers in nursing and improving communities through the care its graduates provide. As a leading nurse educator, Arizona College of Nursing offers students the opportunity to earn a bachelor’s in nursing in 3 years or less with qualified transfer credits. Our quality nursing curriculum prepares students for an in-demand career to help communities overcome the chronic, well-known, and increasing nursing shortage. Through the execution of a targeted growth strategy, the college plans to meet the growing demand for nurses by launching campuses in markets where bachelor’s prepared nurses are needed.

Putting students first, we are dedicated to providing students with an exceptional education in growing healthcare fields; teaching them relevant, required skills for today and the future. Our culture is positive, supportive, and collaborative. As a team, we continually embrace our core values:

Passion: We love helping others succeed.
Excellence: We strive to be the best.
Adaptability: We learn, in part by trying new ideas.
Accountability: We own our results.
Integrity: We do the right thing.

The IT Service Representative delivers a high level of customer service and satisfaction to the campus staff and students, ensures the availability of the systems they rely on, and improves the processes in which IT delivers service.

• Customer Support and Issue Resolution:
  • Maintain a positive, empathetic, and professional attitude towards help desk inquiries.
  • Respond to inquiries with accurate information, or by escalating issues to the appropriate internal team
  • Keep records of service interactions or transactions, recording details of inquiries, issues, or comments, as well as actions taken.
  • Check to ensure that appropriate actions were taken to resolve colleagues’ IT problems.
  • Refer unresolved IT problems to designated colleagues for further investigation.

• Process Improvement and Application Support:
  • Collaborate with the IT team to develop and adopt new standards for IT Processes.
  • Communicate broad issues promptly to internal IT team and management.
  • Adhere to change management process.

• Access Management and Communication:
  • Set up and test equipment and system access for new colleagues.
  • Conduct thorough off-boarding for departing colleagues and students.

At Arizona College of Nursing, we believe in a collaborative approach where all colleagues work together towards our shared goals. It’s important to note that this list doesn’t cover everything you’ll be asked to do or need to do. We value adaptability and flexibility as we grow and evolve as an organization.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements below are representative of the knowledge, skill, and/or ability required.

Must have:

• 3+ years in a high-volume customer service driven role such as retail, call center, or other high volume customer service role.
• Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
• Excellent time management skills.
• Ability to convey information effectively.
• Critical thinking skills (uses logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems.)
• Demonstrated problem-solving ability.

Nice to have:

• Experience supporting users in specialized systems.
• Experience with ticketing systems.