User Services Consultant II (User Solutions Representative)
- Employer
- Texas State University
- Location
- Austin, TX
View more
- Administrative Jobs
- Technology, IT Support & Training
- Employment Type
- Full Time
- Institution Type
- Four-Year Institution
Job Details
•Excellent skill in verbal communication
•Excellent skill in written communication
•Ability to work under pressure and deadlines
•Ability to adapt communication styles to audience (Faculty, Staff, College Administration, University Administration)
•Experience conducting in-person presentations and trainings to individuals and groups
•Strong organizational and record keeping skills
•Ability to prioritize workload, responsibilities, and tasks
•Strong problem-solving skills
•Excellent attention to detail
•Staff supervision experience
•Previous customer service experience
•Project management experience
•Experience with ticket tracking software
•Quality assurance testing experience
•Experience with remote support software
•Ability to anticipate issues and be forward-thinking
•Technical writing skills
Overview
The IT Assistance Center (ITAC) is hiring a Customer Experience Representative to administer and improve applications at Texas State, such as the Learning Management System (LMS) – TRACS, Zoom, TechSmith Relay, Mediaflo, and other on-campus applications.
About the Department
ITAC supports major campus applications related to the mission of the university, with special focus on best practices and user experience. These systems are utilized by faculty, staff, and students for everyday activities, such as course discussion, assessment and grading, and document/media sharing. We create partnerships with our users and university stakeholders and encourage continuous user feedback to inform our decisions.
About You
We need someone who can effectively interact with users and communicate with stakeholders at all levels. If you enjoy problem-solving, public speaking, and team-based projects, this position is for you. The ideal candidate will have experience delivering training in a workshop setting and have strong interpersonal communication skills. A regular day consists of responding to escalated technical issues via phone, email and chat, as well as attending project-based departmental meetings. The USC II advocates for users and serves as second-level support team member. A good balance of people, organizational, and technical skills will aid you in this position. The ability to work well in a team, as well as independently, and the desire to proactively solve an issue are also traits which will help you quickly acclimate and excel. The best fit for our organization will be someone who is looking for a leadership role in a fast-paced team. The ability to see the big picture and plan accordingly while regularly turning feedback into action items is critical.
About the Position
ITAC is looking for an experienced communicator with strong organizational skills to provide technical consultation, training and support via phone, email and chat. The position is a permanent, benefits eligible position.
Knowledge and Experience
Ideal candidates will have experience with:
•Customer support via phone, email, chat, and in-person consultations
•Public presentations and trainings
•Differentiated communication styles
•Understanding standardization and balancing the needs of the few with the needs of the many
•Ability to create, maintain, and adhere to timelines
•Long-range project planning
•Staff supervision
•Project management experience
•Assigning tasks to others and seeing them through
•Quality assurance (QA) testing
•Synthesis of user feedback into actionable items
•Draft, audit, and update end-user documentation
•Respond to and resolve help desk issues escalated to you via phone, email, and chat, on a timely basis
•Collect and share user feedback with internal team; isolate known issues; provide temporary work arounds, and inform feature roadmaps
•Synthesize user feedback and turn it into actionable items
•Participate in user focus group activities
•Supervise and train other support team staff
•Participate in personal and team-based projects
•Facilitate QA testing and documentation creation/maintenance during upgrade cycles
•Create curriculum for and deliver pedagogically-sound, relevant workshops to faculty and staff end users
•Participate in project planning activities
•Delegate and coordinate work of others
•Promote and contribute to a productive and cohesive work environment
•Perform other duties and functions as needed
ITAC WILL NOT SPONSOR OR TRANSFER VISA SPONSORSHIP
Job Open Date 09/20/2018 Job Close Date (posting closes at midnight) Open Until Filled Yes Normal Work Days Monday, Tuesday, Wednesday, Thursday, Friday Normal Work Hours Start 8:00AM Normal Work Hours End 5:00PM Posting Notices YOU WILL BE REQUIRED TO ELECTRONICALLY ATTACH A RESUME AND COVER LETTER TO YOUR APPLICATION. Legal and Required NoticesTexas State University, to the extent not in conflict with federal or state law, prohibits discrimination or harassment on the basis of race, color, national origin, age, sex, religion, disability, veterans’ status, sexual orientation, gender identity or expression.
Employment with Texas State University is contingent upon the outcome of record checks and verifications including criminal history, driving records, education records, employment verifications, reference checks, and employment eligibility verifications.
Texas State University is a tobacco-free campus. Smoking and the use of any tobacco product will not be allowed anywhere on Texas State property or in university owned or leased vehicles.
Texas State University is a member of the Texas State University System. Texas State University is an EOE.
Texas State is committed to increasing the number of women and minorities in administrative and professional positions.
•100% paid medical insurance, plus 50% dependent coverage
•Teacher Retirement System (state-wide pension plan; 6.8% employer contribution)
•12 vacation days per year (more with years of state service)
•13-14 days of paid holiday
•Ability to enroll in courses with some fees paid, during paid work time (with approval)
•Support for pursuing professional development opportunities
•On-the-job training, including unlimited Lynda.com access
- Resume
- Cover Letter
- Transcripts
- Letter of Recommendation #1
- DD 214/DD1300
- Licensure
- Certifications
- Letter of Recommendation #2
- Letter of Recommendation #3
- List of References
Required fields are indicated with an asterisk (*).
Organization
Texas State University seeks candidates whose professional background includes embracing a diversity of people and ideas, a spirit of inclusiveness, a global perspective, and a commitment to community-building. As a federally designated Hispanic Serving Institution, we are especially interested in applicants who share a commitment to equity, and the high-quality education of students from historically underserved and systematically marginalized communities. Individuals from historically underrepresented groups are strongly encouraged to apply.
About Texas State University
Texas State University is home to more than 38,000 students and 2,000 faculty members in the growing Austin-San Antonio corridor. A member of the Doctoral Universities: Higher Research Activity Carnegie classification, the university creates new knowledge, fosters cultural and economic development, and prepares its growing population of diverse students for the endless possibilities that await them as citizens of Texas, the nation, and the world.
Students at Texas State choose from 98 undergraduate, 91 master’s and specialists, and 14 doctoral programs offered by 10 colleges (Applied Arts, The Emmett and Miriam McCoy College of Business Administration, Education, Fine Arts and Communication, Health Professions, Honors, Liberal Arts, Science and Engineering, The Graduate College, and the University College). With a diverse campus community including 50% of the student body from ethnic minorities, Texas State is one of the top 13 producers of Hispanic baccalaureate graduates in the nation. In fall 2019, there were 1,470 full-time faculty and 2,286 full-time staff. Research and creative activities have led to growing success in attracting external support. For FY 2019, Texas State had an annual operating budget of over $724 million. Texas State’s Research and Development expenditures for FY 2018 were more than $64 million. The Alkek Library has more than 3.1 million titles in its collection. Additional information about Texas State and its nationally recognized academic programs is available at www.txstate.edu.
Mission
Texas State University is a doctoral-granting, student-centered institution dedicated to excellence and innovation in teaching, research, including creative expression, and service. The university strives to create new knowledge, to embrace a diversity of people and ideas, to foster cultural and economic development, and to prepare its graduates to participate fully and freely as citizens of Texas, the nation and the world.
Locations
Texas State's San Marcos campus is located in a growing community of 63,000 people in the Austin Metropolitan Area. Located in the Texas Hill Country, where blackland prairies roll into beautiful hills, Texas State enjoys a setting that is unique among Texas universities. The beauty of the crystal-clear San Marcos River and the stately cypress and oak trees on the campus add to the charm of the university’s picturesque setting. Our location on the banks of the San Marcos River provides recreational activities for students throughout the year.
The Texas State Round Rock Campus is located north of Austin in Round Rock, TX. The Round Rock Campus offers the junior and senior level classes to complete a bachelor’s degree, graduate degrees, post baccalaureate certification, and continuing education programs. The university's vision for Round Rock is to continue to offer quality academic programs that meet the workforce needs of Texas, especially focusing on academic programs that appeal to working adults, and to serve as a hub of health professions research and education.
Some positions may require teaching on the main campus and at the Texas State University Round Rock Campus.
Texas State University is an Equal Employment Opportunity/Affirmative Action Employer, committed to inclusive thought and action in support of our diverse community. Individuals from historically underrepresented groups and all those who share our commitment to inclusivity and passion for the strength of our diversity are strongly encouraged to apply.
Texas State University is a member of The Texas State University System.
Texas State University is a tobacco-free campus. Smoking and the use of any tobacco product will not be allowed anywhere on Texas State property or in university owned or leased vehicles.
- Website
- http://www.txstate.edu/
- Telephone
- 512-245-2111
- Location
-
601 University Drive
San Marcos
Texas
78666
United States
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