BRUIN Consultant

Primary Function

BRUIN consultants will serve as the primary intake for inbound technical and operational interactions. The BRUIN Consultant is responsible for providing customer care for students, faculty and staff in the areas of technical service and support for applications, systems and hardware owned and/or managed by the university. The Consultant is also responsible for providing information on financial aid, registration etc. They will receive, prioritize and document information while actively working with the end user. The Consultant will resolve help requests and will escalate interactions when appropriate and necessary to meet SLA expectations. Collaboration across University departments is required to ensure a seamless end user experience. All tasks are completed while placing a high value on customer service, timely resolution and client satisfaction.

Essential Functions

• Resolve Tier One resolutions
• Field incoming requests to BRUIN Support Services via telephone, email and walk-up to ensure courteous, timely and effective resolution of end user issues.
• Demonstrates and communicates university policies, procedures, and other information for customers regarding registration, financial aid, student accounts, enrollment management and academic advising.
• Documents all pertinent end user identification information including name, department, contact information and nature of problem and issue.
• Receives, routes and/or processes university forms submitted by students.
• Builds rapport and elicits problem details from customers.
• Prioritizes unexpected outages and student situations. Escalates as needed to the appropriate work area.
• Documents all successful and unsuccessful steps taken to investigate and/or troubleshoot user issues, through to final resolution.
• Processes requests for Tech Advisory communications, including the revision and distribution of these communications via internal email system.
• Opens and closes cashiering, balances daily transactions and accurately inputs payments received from students into TouchNet.
• Answers questions and explains debits and credits, tuition and fee assessments, credit loads and impact to tuition and refund/credit balances check transactions.
• Advises students and parents of procedures for filing the Free Application for Federal Student Aid (FAFSA), and related aid applications, and must be able to explain basic information on financial aid eligibility, expected family contribution formulas, cost of attendance figures, disbursements, refund procedures and financial aid renewal.
• Processes waivers based upon available excess funds determined by the Consultant reviewing financial aid awards and how it applies to what is tuition/fees are due on student’s account.
• Affords assistance in the creation, updating and maintaining of instructional materials intended for use by the team, other departments and/or clients.
• Sought opportunities to share knowledge with the team, other departments and/or clients, promoting knowledge share and encouraging self-service.
• Processes requests for website notifications and technical advisories including the revision and posting of these communications, and/or escalation of the requests as required by the situation.
• Examples of technical areas a BRUIN Consultant could be responsible for include but are not limited to: Password resets, answering questions regarding Browser issues, answering questions about Operating Systems, providing tier one peripheral support, Blackboard access issue, problems with Discussion board in Blackboard, Marginal Functions: Execution of assigned solo projects, or projects authorized by BRUIN Support Services Manager. Participation in department projects, or in collaboration with other departments of the university.
• Performs other duties as assigned.

Qualifications

• Some college education preferred.
• Three years of customer service experience preferred.
• Financial Aid experience preferred but not required.
• Technical Support/Service Desk experience or related technical experience preferred.
• Knowledge of basic computer hardware and software including Windows operating systems, Microsoft Office and other PC based hardware and software applications. Macintosh OS10 knowledge preferred.
• Knowledge and/or experience using currently supported range of mobile operating systems (iOS, Android).
• Knowledge and/or experience using LMS, CRM and CMS applications required; proficient level of knowledge preferred.
• Strong attention to detail, good organizational skills, and the ability to multi-task in a fast-paced environment.
• Excellent interpersonal skills with a focus on rapport building, listening and questions skills.
• Requires the ability to maintain strict level of confidentiality in the handling of account and student information.
• Basic mathematical skills required to close and balance.
• Excellent written and communication skills along with excellent documentation skills.

Attributes

• Ability to conduct research into a wide range of issues.
• Ability to present ideas in user-friendly language.
• Highly motivated and directed.
• High attention to detail.
• Ability to problem solve and use analytical skills.
• Ability to effectively prioritize and execute tasks in a high-pressured environment.
• Exceptional customer service skills.
• Experience working in a team oriented, collaborative environment.

Working Conditions

• Works in an open office environment.
• Will work rotating shifts in the Welcome Center.
• Sitting for extended periods of time.
• Dexterity of hands and fingers to operate a computer keyboard and mouse.

Work Schedule

• We are hiring for two positions with designated schedules of Monday-Friday, 8am-5pm and Monday-Friday, 9am-6pm.
• Although each position has a regular schedule, employees may be required to work outside of their assigned hours, including alternate shifts when necessary to meet staffing, coverage, or business needs.