University of Washington
CUSTOMER EXPERIENCE SPECIALIST
University of Washington, Seattle, Washington, us, 98127
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Benefits:
As a UW employee, you will enjoy generous benefits and work/life programs. For a complete description of our benefits for this position, please visit our website.
The Office of Research Information Services (ORIS) has an outstanding opportunity for a
Customer Experience Specialist
within our Customer Experience Support Team. ORIS accelerates research and advances innovation by delivering analysis, automation, and on-demand information through a seamless research administration experience.
The Customer Experience Specialist position is a technical specialist, working with complex business applications and participating in the web application software development lifecycle. This position will become an expert in multiple vendor and ORIS products and services to include MyResearch and the SAGE Suite.
The Customer Experience Specialist will resolve customer issues and provide technical and procedural solutions that contribute to improved customer efficiency to meet research funding and award management deadlines.
DUTIES AND RESPONSIBILITIES
Technical Web Computing (50%):
Provide Tier 1 and Tier 2 technical support for ORIS web applications.
Serve as a liaison between the ORIS customer and the ORIS product team members for timely resolution of customer issues.
Translate complex technical information to non-technical faculty and staff.
Independently assess and prioritize customer requests based on business impact.
Test and validate web applications solutions on behalf of customers.
Documentation (20%):
Responsible for web-based documentation resulting in increased customer understanding of ORIS web application products.
Continuous documentation improvement in collaboration with other technical support groups.
Initiate and execute documentation deployments and updates.
Customer Experience (20%):
Implement outstanding customer service protocols.
Management and intake of customer information through multiple channels.
Clear communication to customers regarding the status of their queries.
Communication Support (5%):
Participate in product releases and ensure audiences are informed.
Other (5%):
Other duties as assigned.
MINIMUM REQUIREMENTS
Bachelor’s degree in Computer Science, Information Systems, Information Technology, or equivalent experience.
Minimum two years of experience in a software/web development or web application systems administration setting.
ADDITIONAL REQUIREMENTS
Technical writing experience, preferably within a technology organization.
Excellent written and verbal communications skills.
Experience working collaboratively across functional teams.
This position contributes in a collaborative teamwork environment. Inflexible deadlines are common and non-standard working hours can be necessary.
The Office of Research shares President Cauce’s commitment to combat inequities and racism. The values of diversity, equity and inclusion are integral to the success of our research enterprise.
Application Process:
The application process may include completion of a variety of online assessments to obtain additional information that will be used in the evaluation process.
Committed to attracting and retaining a diverse staff, the University of Washington will honor your experiences, perspectives and unique identity.
To request disability accommodation in the application process, contact the Disability Services Office at 206-543-6450 or dso@uw.edu.
Applicants considered for this position will be required to disclose if they are the subject of any substantiated findings or current investigations related to sexual misconduct at their current employment and past employment.
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Benefits:
As a UW employee, you will enjoy generous benefits and work/life programs. For a complete description of our benefits for this position, please visit our website.
The Office of Research Information Services (ORIS) has an outstanding opportunity for a
Customer Experience Specialist
within our Customer Experience Support Team. ORIS accelerates research and advances innovation by delivering analysis, automation, and on-demand information through a seamless research administration experience.
The Customer Experience Specialist position is a technical specialist, working with complex business applications and participating in the web application software development lifecycle. This position will become an expert in multiple vendor and ORIS products and services to include MyResearch and the SAGE Suite.
The Customer Experience Specialist will resolve customer issues and provide technical and procedural solutions that contribute to improved customer efficiency to meet research funding and award management deadlines.
DUTIES AND RESPONSIBILITIES
Technical Web Computing (50%):
Provide Tier 1 and Tier 2 technical support for ORIS web applications.
Serve as a liaison between the ORIS customer and the ORIS product team members for timely resolution of customer issues.
Translate complex technical information to non-technical faculty and staff.
Independently assess and prioritize customer requests based on business impact.
Test and validate web applications solutions on behalf of customers.
Documentation (20%):
Responsible for web-based documentation resulting in increased customer understanding of ORIS web application products.
Continuous documentation improvement in collaboration with other technical support groups.
Initiate and execute documentation deployments and updates.
Customer Experience (20%):
Implement outstanding customer service protocols.
Management and intake of customer information through multiple channels.
Clear communication to customers regarding the status of their queries.
Communication Support (5%):
Participate in product releases and ensure audiences are informed.
Other (5%):
Other duties as assigned.
MINIMUM REQUIREMENTS
Bachelor’s degree in Computer Science, Information Systems, Information Technology, or equivalent experience.
Minimum two years of experience in a software/web development or web application systems administration setting.
ADDITIONAL REQUIREMENTS
Technical writing experience, preferably within a technology organization.
Excellent written and verbal communications skills.
Experience working collaboratively across functional teams.
This position contributes in a collaborative teamwork environment. Inflexible deadlines are common and non-standard working hours can be necessary.
The Office of Research shares President Cauce’s commitment to combat inequities and racism. The values of diversity, equity and inclusion are integral to the success of our research enterprise.
Application Process:
The application process may include completion of a variety of online assessments to obtain additional information that will be used in the evaluation process.
Committed to attracting and retaining a diverse staff, the University of Washington will honor your experiences, perspectives and unique identity.
To request disability accommodation in the application process, contact the Disability Services Office at 206-543-6450 or dso@uw.edu.
Applicants considered for this position will be required to disclose if they are the subject of any substantiated findings or current investigations related to sexual misconduct at their current employment and past employment.
#J-18808-Ljbffr