Customer Support Specialist

The Association Services & Customer Support Specialist ensures staff and volunteers receive timely, accurate technical and customer support for self-service applications and systems. This role troubleshoots technical issues, processes non-automated system tasks, and maintains accurate application records that directly support operational effectiveness across the organization's network.

The Specialist manages support queues, triages and resolves system-related requests, and partners with IT on testing, training, and system improvements. By ensuring data integrity and resolving complex user challenges, this role contributes to smooth operations and a positive customer experience.

This is an independent contributor position with responsibility for making informed decisions related to troubleshooting, documentation, and issue resolution within established service guidelines.

Essential Job Responsibilities/Duties:

* Deliver multi-channel technical and customer support by responding to telephone, email, and web-based inquiries from staff, students, and volunteers regarding self-service applications, tools, and system access.

* Troubleshoot and resolve application issues by researching problems, identifying root causes, documenting findings, and ensuring timely resolution in alignment with established service level agreements (SLAs).

* Deliver a high level of customer service and experience by proactively identifying needs, responding with empathy and professionalism, resolving issues efficiently, and continuously seeking opportunities to improve satisfaction, trust, and overall engagement across all touchpoints.

* Process non-automated system transactions within organizational applications to ensure accurate staff records, role assignments, event updates, and other operational data changes.

* Triage and escalate technical defects and enhancement requests by preparing detailed documentation (use cases, user stories, exception reports) for review and resolution by the IT team.

* Collaborate with IT and internal stakeholders to support system testing, functionality updates, and user training initiatives that improve application performance and user experience.

* Maintain data accuracy and compliance standards by ensuring all support actions, manual processes, and system updates are completed with strong attention to detail and adherence to organizational policies and procedures.

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