Hiring: NTID Service Center Coordinator Company: Rochester Institute of Technology Location: Rochester, NY Job Posted Time: 2026-09-17 02:29:50 About the job Experience: •3 years of relevant experience •Equivalent combination of experience and education may be considered •Operations, Administrative, Service, or Technical Support Level 2 - An intermediate level role with working foundational knowledge and skills to perform routine and occasionally non-routine tasks. Tasks may require interpretation or deviation from standard procedures. May provide assistance to entry level staff. Required Skills: •Serves as the first point of contact for customer support, providing assistance via phone, chat, tickets, and in-person interactions •Documents and logs all customer interactions in the ticketing system, ensuring accurate records and leveraging knowledge management resources for efficient issue resolution •Resolves customer inquiries by troubleshooting problems, coordinating with internal departments, and escalating complex cases when necessary •Trains and supervises student support staff, ensuring proper workflow, scheduling, and performance evaluation to maintain high service standards •Collaborates with faculty, staff, and external partners to assess service needs, schedule resources, and ensure the successful use of provided technology and support services •Maintains up-to-date knowledge of technologies, policies, and procedures through continuous training and professional development to enhance customer support quality Qualifications: •Knowledge of technical support principles, troubleshooting methodologies, and customer service best practices •Knowledge of ticketing systems, knowledge management resources, and documentation procedures •Skill in providing high-quality customer service through multiple channels such as phone, chat, tickets, and in-person interactions •Skill in training, supervising, and managing a diverse student workforce, including scheduling, performance evaluation, and workflow delegation •Demonstrated capacity to analyze and resolve technical and operational issues efficiently while maintaining a high first-contact resolution rate •Demonstrated capacity to collaborate with internal and external stakeholders to assess support needs, provide solutions, and ensure seamless service delivery •High School diploma or GED Interested candidates, please apply directly through the job posting on company's career page or try via AI auto apply on this platform. Don't miss this opportunity to join a forward-thinking team!