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Posting DetailsPosting Number: 20244171S
Position Title: Customer & Technical Service Specialist
Position Type: Staff
Location: Villanova, PA
Recruitment Type: Internal/External Applicants
Work Schedule: full-time/12-months
Department: 716-UNIT - University Card Services
Position Summary: The Customer & Technical Service Specialist – under the guidance of the Director and Assistant Director of the Campus Card System (the Wildcard, a division of University Information Technologies) – will work in a high performance, customer-focused team environment, and is responsible for technical and several customer-oriented tasks in the Wildcard Office. Responsibilities will include assisting in the planning, estimation of cost, installation, wiring, basic network support, preventive maintenance, reader firmware/software updates, repairs and troubleshooting of all aspects of the card system and hardware maintenance on existing equipment. Position will entail emergency off-hour coverage and extended work hours during semester start up (twice per year). Secondary responsibilities will entail supporting the Director and Operations Manager by assisting customers, making identification cards, adding funds to stored-value card (Nova Bucks) accounts, provisioning access privileges, processing mail deposits, keeping all accounts up to date, and answering questions regarding the Wildcard program via phone, email, or in the office.
Duties and Responsibilities:Proactive System Support and Customer ServiceEngaging with customers and campus partners via phone, email, in-person visits, and ticketing system to assess and provide proactive solutions.Managing all aspects of the Wildcard off-campus merchant program, including hardware, software, and reporting.Preventive maintenance of current hardware and software solutions.Assisting with the testing of new card systems enhancements including hardware, software, and account automation procedures.Administrative ResponsibilitiesCollaborate with functional teams on diverse, complex issues, new technologies, and projects, both internal and external to University Information Technologies (UNIT).Facilitate knowledge transfer between departments inside and outside of UNIT.Work across UNIT to develop and document system policies and procedures.Perform upkeep of access audit documentation and manage the yearly audit schedule.Represent UNIT in relevant meetings and committees.Research, Development, and Service Delivery AssessmentDedicate time researching and developing new, innovative technologies for next-generation services for campus.Explore options for addressing current issues or service gaps by reaching out to other universities; discussing methods, technologies, and processes they have used to knowledge-share and collaborate on solutions; maintain a knowledge base for information.Engage in the Continual Service Improvement process with colleagues to assess services and processes, identifying opportunities for enhancements or replacements.Perform additional duties and assist with special projects as assigned.Minimum Qualifications:Formal EducationHigh school diploma or equivalent requiredWork Experience2-4 years in a customer-focused service environment2+ years' experience troubleshooting basic computer and printer issues3+ years' experience installing and maintaining building/door access solutionsWork SkillsPossess a growth mindset with an eagerness to learnCurious by nature, with a willingness to ask difficult questionsAbility to apply empathy-based communications and actions to support customersTalent for building effective relationships and working within a teamAbility to document the work of yourself and othersSpecific Job Knowledge2+ years' experience troubleshooting basic computer and printer issues3+ years' experience installing and maintaining building/door access solutionsEquipment KnowledgeElectronic access equipmentDoor hardwareElectronic hand toolsMultimetersPreferred Qualifications:Formal EducationTechnical/vocational education and/or training in a related fieldWork ExperienceExperience working in a higher education setting strongly preferredExperience with card access operations and support in a higher education setting highly preferredWork SkillsAbility to translate needs/issues with both functional and technical audiences.Excellent time management and planning skillsStrong analytical skills in identifying trends and making business/technical decisions.Specific Job KnowledgeExperience working with CS Gold card solution and access management highly preferredEquipment KnowledgePersonal computers and associated hardwareSecurity camerasPhysical Requirements and/or Unusual Work Hours:Tools, machinery, and equipment used: Proprietary access control tools and equipment.Environmental conditions: Will need to move around and work in a mix of indoor/outdoor areas around campus in all types of weather.Physical requirements: Standing for extended periods of time and moving around campus to triage equipment. Heavy lifting may be required.Special Message to Applicants:Posting Date: 10/10/2024
Closing Date (11:59pm ET):
Salary Posting Information: Commensurate with experience
Salary Band: 13
Job Classification: exempt
References NeededMinimum Number of References Needed: 3
Maximum Number of References Needed: 3
Supplemental QuestionsRequired fields are indicated with an asterisk (*).
* How did you first hear of this employment opportunity?Documents needed to complete your application:Required DocumentsResume / Curriculum VitaeCover Letter / Letter of InterestOptional DocumentsOther Document
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