Requisition Details

Support Staff Temporary Regular Part-time Replacement Position (March 2024 – January 2025)

The successful candidate supports Campus Services, specifically ONE Card Services, Parking, and Lockers, to offer an exceptional and comprehensive user experience. The successful candidate will provide service to students, employees, and the external community with respect to investigating, resolving, and responding to their inquiries, needs, and challenges in these areas.

The successful candidate will work 24 hours per week, and may be scheduled Monday through Friday, between 8 a.m. and 8 p.m.

Successful candidates will be required to conduct work within Ontario and must be available to work on-site at the Brantford campus five days per week.

Responsibilities:

• First point of contact in providing customer service and support for students, employees, and guests/visitors via e-mail, phone, online chat, face-to-face, etc.
• Responds to student/employee inquiries in a consistent, professional, and timely fashion engaging with User Support tools (online chat, video calls, form submissions, etc)
• 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
• Provide solution-based feedback to the Manager to escalate concerns and express areas for improvement, including communicating noted user experience trends
• Contributes to the development, implementation, and assessment of user experience journey mapping, customer service standards and tools, and standard operating procedures
• In conjunction with the Manager and the Campus Service team, participates in the development and maintenance of activity data collection and visualization
• Orders and maintains office supplies at the discretion of the Manager
• Maintains an organized workspace, including organizing and maintaining digital files as necessary

Qualifications:

• Two-year Diploma in a relevant field of study
• Two years of practical experience in a similar capacity
• Experience in providing customer service to a variety of stakeholders
• Excellent communication skills and the ability to gain resolution when working with various user types and user challenges
• Advanced knowledge of Microsoft Office Suite Applications and relational databases
• Knowledge of various technologies and software is considered an asset (e.g. Student Information Systems, ONE Card Systems, etc.)
• Knowledge of social media general uses, moderation, and administration

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