Tier 1 Contact Center Support Analyst (Multiple Positions)

The University of Arizona's Information Technology invites you to apply to the role of Tier 1 Contact Center Support Analyst.

This position will provide support to University of Arizona Global Campus (UAGC).

The Tier 1 Contact Center Support Analyst position is a full-time employment. The CC Student Support Analyst will be responsible for handling Tier 1 incidents from students and adjunct faculty, and other related requests via the telephone, chat, and tickets. The goal is to maximize customer satisfaction and maximize the up time of the end user/customer production environment while fostering UAGC's Culture of Care in every interaction.

Candidates working anywhere in the U.S. may be considered for a remote assignment.

Outstanding U of A benefits include health, dental, and vision insurance plans; life insurance and disability programs; paid vacation, sick leave, and holidays; U of A/ASU/NAU tuition reduction for the employee and qualified family members; retirement plans; access to U of A recreation and cultural activities; and more!

The University of Arizona has been recognized for our innovative work-life programs. For more information about working at the University of Arizona and relocations services, please click here.

• Provide front-line student technical support to maximize student success by addressing student inquiries and support issues.
• Provide customer support in an inbound call center environment to the organizations' students & associate faculty on multiple proprietary software platforms while empowering users to be more confident in using the platforms.
• Provide account assistance, such as password resets, MFA assistance, login support, etc.
• Demonstrate proper troubleshooting techniques, including the use of probing questions and analytical thought to diagnose issues or error messages properly.
• Serve as an advocate between students or associate faculty, and technical staff to ensure timely resolutions and personalized assistance.
• Escalate Tier 2 incidents to development and IT teams according to established procedures.
• Maintain accountability and ownership of issue/support tickets. Provide closed looped contact with end-users to verify final solution and determine satisfaction level.
• Research end-user problems to determine root cause.
• Participate in training required to develop and maintain skills necessary to support end-users and grow professional skills.

Knowledge, Skills, Abilities:

• Ability to empathize with students who are struggling with proprietary platforms and assignments.
• Excellent written and verbal communication skills with the ability to clearly articulate solutions to complex problems.
• Strong analytical skills to assess and evaluate students' needs and determine appropriate courses of action.
• Self-motivated and able to work effectively in a virtual team environment or independently.
• Able to perform and manage multiple tasks efficiently and effectively.
• Familiar with use of Microsoft365 suite and related software.
• Competent to work with and learn a wide range of software products on an in-depth level.
• Strong analytical, written, and verbal communication skills.
• Strong customer service skills.
• Must be able to work independently and make sound business decisions.
• Excellent initiative, work ethic and creativity.

This job posting reflects the general nature and
level of work expected of the selected candidate(s). It is not intended to be
an exhaustive list of all duties and responsibilities. The institution reserves
the right to amend or update this description as organizational priorities and
institutional needs evolve.

• High school diploma or high school diploma equivalency required.
• Minimum of 5 years of relevant experience.

• Experience with call center phone systems.
• Experience with video communication software.

The application window is anticipated to close November 3, 2025.