Part-time Campus Services User Support Associate

Position Summary

Support Staff Regular Part-time Replacement Position

(First consideration for Support Staff and Academic positions will be given to internal applicants in accordance with the respective Collective Agreements)

The Part-time Campus Services User Support Associate supports students, employees, and the external community with campus services, including parking, locker and ONE card services. The Associate offers an exceptional and comprehensive user experience with respect to investigating, resolving and responding to inquiries, needs and challenges.

The successful candidate will be required to conduct work on-site at the Doon Campus, 24 hours per week, Monday to Thursday, 1:00 p.m. – 6:00 p.m., and Friday, 1:00 p.m. – 5:00 p.m.

Responsibilities

• First point of contact providing customer service and support for students, employees, guests, and visitors via e-mail, phone, online chat, face-to-face, etc.
• Manages the ONE Card Office inbox and engages with user support tools (online chat, video calls, form submissions, etc.) to respond to student and employee inquiries in a consistent, professional, and timely fashion
• Executes carding services (photo approval, individual and batch card printing, activation, card organization, card distribution, and report management) during peak and non-peak periods, which will include operation and maintenance of ONE Card Office equipment and software
• Elevates service levels by delivering information to users about accessing services and investigating user concerns utilizing multiple College systems and databases by troubleshooting, documenting and tracking user experience and needs
• Resolves concerns where possible and clearly and effectively communicates solutions and next steps to users, verbally or in written format
• Provides solution-based feedback to the Manager to escalate concerns and express areas for improvement, including communicating user experience trends
• Contributes to the development, implementation, and assessment of user experience journey mapping, customer service standards and tools, and standard operating procedures
• Participates in the development and maintenance of activity data collection and visualization
• Orders and maintains office supplies
• Maintains an organized workspace, including organizing and maintaining digital files as necessary

Qualifications

• Two-year diploma in a relevant field of study is required
• Minimum two years of experience providing customer service to a variety of stakeholders
• Ability to use Microsoft Office Suite applications such as Excel, Word, SharePoint and Teams
• Excellent communication skills and the ability to gain resolution when working with various user types and user challenges
• Knowledge of various technologies and software is considered an asset (e.g. Student information systems, ONE card systems, etc.)
• Knowledge of social media moderation and administration

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