Customer Service Representative (Technical Support Administrator)

About Western

Since 1878, Western University has been committed to serving our communities through the pursuit of academic excellence and by providing students, faculty, and community members with life-long opportunities for intellectual, social, and cultural growth.  We seek excellent students, faculty, and staff to join us in what has become known as the "Western Experience" - an opportunity to contribute to a better world through the development of new knowledge, new abilities, new connections, and new ways to make a difference.

About Us

The Advancement Operations department is a partner in the University Advancement division in the areas of constituent database and technology services, prospect management, research and pipeline, data analytics and storytelling, gift and pledge management, records and document management, and financial reconciliation and reporting. In addition, we provide support to the annual planning process as well as budget management, human resources and facilities support for University Advancement.

An integral part of Advancement Operations, the Technology Services team is responsible for providing innovative technologies to support University Advancement in their strategic priorities.  The Unit is comprised of four major focus areas:  Information Management, Web Engagement & Strategies, and overall technical support. 

Responsibilities

The Customer Service Representative (Technical Support Administrator) will triage, assign, track, re-direct and support requests submitted through the Technology Services (University Advancement) ticketing system – ADVHelp. As the department moves to a more systemized project management tool aligned with ADVHelp, this role will also support the design, implementation and adoption of the new tool while supporting the maintenance of KPIs across the department and providing regular performance metrics on our work.  The role will coordinate technical calendars that manage e-initiatives related to outreach to donors, alumni and other stakeholders in accordance with University Advancement business practices. It will generate queries to understand the impacts of this outreach and engagement to inform future approaches.  The role will also support University Advancement’s equipment inventory, security access changes during onboarding and offboarding activities, as well as divisional website content updates as required.  

Qualifications

Education:

• 2 year community college diploma in Systems Support/Administration

Experience:

• More than 2 years and up to and including 4 years experience providing administrative and customer support in a complex office environment
• Experience with project management and triaging tools
• Web content update experience
• Experience with technical ticketing systems

Knowledge, Skills & Abilities:

• Verbal communication skills to clearly express ideas in an objective manner, and adapt communication style to suit the situation and audience 
• Demonstrated ability to take initiative, to work independently and follow through on work assignments
• Ability to apply active listening to hear and understand the complete message being communicated
• Competency to maintain confidentiality and treat sensitive information with discretion
• Demonstrated ability to understand and resolve internal partner issues
• Ability to maintain a positive, outgoing attitude with genuine customer service orientation
• Ability to follow formal business practices with high attention to detail
• Ability to multi-task and maintain an organized and effective personal work environment
• Adapts readily and effectively to changing priorities and demands
• Intermediate proficiency required in Microsoft Office
• Intermediate proficiency required in Zoom and Microsoft Teams 
   

Union Statement

Western welcomes applications from all qualified individuals; however, it is the university's policy to give first consideration to all qualified UWOSA applicants.

Western Values Diversity

The University invites applications from all qualified individuals. Western is committed to employment equity and diversity in the workplace and welcomes applications from women, members of racialized groups/visible minorities, Indigenous persons, persons with disabilities, persons of any sexual orientation, and persons of any gender identity or gender expression.

Accommodations are available for applicants with disabilities throughout the recruitment process.  If you require accommodations for interviews or other meetings, please contact Human Resources at hrhelp@uwo.ca or phone 519-661-2194.

Please Note:

We thank all applicants for their interest; however, only those chosen for an interview will be contacted.


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