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Representative (Student Service CSC Rep)
A Customer Service Representative (Rep) is a student employee of the ITaP Customer Service Center who is generally the first person with whom a student customer will interact. Reps have strong customer service skills and are capable of understanding computing issues that may prevent customers from doing required work. Reps enjoy working with customers and troubleshooting customer incidents.
Representative Supervisor (Student Service CSC Rep Supervisor)
Representative Supervisors (Supers) are responsible for the smooth operation of the ITaP Customer Service phone center and walk-in area. Supervisors are student employees who lead by modeling exceptional customer interactions, enjoy working in a team environment and can manage a wide variety of work related problems. Supers are involved with the hiring, scheduling, and training of Reps. Supers coordinate the opening and closing of the Customer Service Center walk-up desks, and act as a resource for less experienced Reps and monitor Rep compliance with ITaP polices. Supers have “Point” responsibilities that include resetting student passwords, assigning tickets, etc.
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Desktop Services Specialists support faculty and staff customers, and generally provide second tier support for issues in the CSC. In the Point Person role, Desktop Specialists are responsible for monitoring the email queue and answering Student Rep questions from the Reps. They are also responsible for interacting with other teams to ensure the CSC has the most up to date information, providing training on new services, and keeping internal and public documentation up to date.