Technical Customer Service Coordinator
The Technical Customer Service Coordinator/Trainer will work as a member of William James College’s (WJC) Information Technology (IT) department, reporting directly to the Helpdesk Manager, to provide frontline technical customer service to WJC’s students, faculty, and administrative staff.
Essential Functions and Responsibilities:
Interact and communicate with the College’s entire population (students, faculty, and administrative staff) on a wide spectrum of technical issues on a daily basis, and troubleshoot, solve and train such accordingly;
Serve as the technical advocate of the College’s community by improving and building upon the area of technical support – in collaboration with the rest of the IT team;
Create sources (i.e., online instructions and FAQ articles, etc.) to grow the IT department’s self-service/self-help efforts;
Develop a series of workshops and training guides for distribution to the entire WJC community in order to share best practices and introduce new technology;
Perform other duties as assigned.