Customer Resolution Specialist - JR27499-3800

About the position Responsibilities • Answers inbound phone calls and chats; processes inquiries received through ServiceNow related to financial services, human resources, payroll, budgeting and planning, financial management, and grants management in alignment with the Service Desk's established Key Performance Indicators (KPIs) and service level agreements. • Proactively analyzes customer inquiries and requests, and presents customized solutions and next steps to the customer. • Determines if customer requests/inquiries require escalation to the following offices as defined in the Service Desk Manual, Financial Services, Budget, Financial Management, University Research Administration (URA), and Post Go-Live Support organization. • Efficiently resolves a customer's primary request and anticipates/addresses common downstream impacts. • Documents customer interaction in Call Center Technology system. • Advises customers on how to use self-service tools. • Advises customers on technology system navigation and basic transactional functionality, including Oracle Cloud and Workday platforms. • Opens, closes, and manages requests through the ServiceNow portal. • Supports routine financial report creation. • Participates in special project requests to assist with overflow work of other teams as needed. • Facilitates clerical testing as needed. • Attends trainings and works with the Training Center of Expertise to provide feedback on which trainings would be useful for the campus community. • Assists in resolving customer's primary issue and may anticipate/address common downstream issues. Documents customer interaction in Contact or Call Center technology system. • Utilizes call center telephony technology to support and monitor volume of incoming calls. • Performs other related work as needed. Requirements • Minimum requirements include vocational training, apprenticeships or the equivalent experience in related field (not typically required to have a four-year degree). • Minimum requirements include knowledge and skills developed through 5-7 years of work experience in a related job discipline. Nice-to-haves • Bachelor's degree. • Proven success in a customer-facing role. • Skilled in various contact or call center computer related technologies. • Familiarity with administrative processes, procedures, and systems within a university setting. • Oracle Cloud and/or Workday experience. • Familiarity with Microsoft Teams and Zoom to stay connected to team members and manager in a remote work environment. • Basic computer skills, including email functionality. Apply tot his job Apply To this Job