About Education at Work: Education at Work (EAW) is a non-profit and business services organization whose overall mission is to eliminate college student debt. To accomplish this, EAW partners with campuses and clients across the country to provide students the opportunity to gain career skills and experiences in a fun and collaborative work environment. In addition to a competitive hourly wage, EAW offers their students employees the chance to earn tuition assistance each semester up to $5250 per year.
EAW in Salt Lake City: In the Fall of 2017, EAW was thrilled to announce an expansion to Salt Lake City, UT, where they will begin a partnership with the University of Utah and Microsoft. Given Salt Lake City's recent moniker of "Silicon Slopes", this is an exciting time to be working with a top technology company and the world's leading software maker. At the U, EAW is working directly with the David Eccles School of Business to provide their students the opportunity to work as Student Advocate in a Customer Service Center.
Position Summary: Education at Work (EAW) has partnered with Microsoft to bring part-time customer service positions to college students in Salt Lake City, Utah. Microsoft Student Advocate will be the driving force of the EAW contact center by providing a world-class support experience to customers. In these positions, students earn not just a paycheck, but up to $5,250 a year in tax-free tuition assistance.
THE AMERICANS WITH DISABILITIES ACT OF 1990 (ADA) PROHIBITS DISCRIMINATION IN COMPENSATION AND EMPLOYMENT OPPORTUNITIES AGAINST QUALIFIED INDIVIDUALS WITH DISABILITIES. TO DETERMINE WHETHER AN INDIVIDUAL IS QUALIFIED, THE ESSENTIAL FUNCTIONS OF EACH JOB MUST BE IDENTIFIED. ESSENTIAL FUNCTIONS ARE THOSE THAT ARE INTRINSIC TO THE POSITION, AND THAT THE INDIVIDUAL(S) WHO HOLDS THE JOBS MUST BE ABLE TO PERFORM WITH OR WITHOUT REASONABLE ACCOMMODATION.
Essential Functions: - Manage incoming chat communication from customers and build sustainable relationships of trust through open and interactive communication. - Provide knowledgeable answers to questions about Microsoft products and services. - Identifies and assesses customers' needs to achieve satisfaction. - Meets customer support team quotas and company policies and guidelines. - Keeps accurate and detailed records of customer interactions and processes regarding customer accounts. - Goes the extra-mile to engage customers and ensure they have a positive experience.
Specific Skills: - Self-driven with the technical aptitude to problem solve - General knowledge and/or experience with the Office 365 product as an end-user (bonus for familiarity with troubleshooting scenarios to get O365 up and running) - Strong communication skills, including fluency in English (read & write), to effectively guide and articulate recommendations to non-technical users, and drive empathy and rapport with customers - Patient and genuine listeners, who can read between the lines to decipher hidden messages and identify underlying issues - Detail-oriented and dependable, with an eagerness to learn, willingness to take on new challenges and motivation to do more - Creative thinkers with troubleshooting intuition, who brings profound questions to discussions and seeks opportunities for improvement - Flexibility to adapt in fast-paced environments, and collaborate seamlessly on complex multi-faceted programs across multiple groups with varying priorities - Data lovers, seekers of information and early adopters who embraces new technologies - Desire to engage with Microsoft engineering and product teams to report top customer issues, tools improvement opportunities, and policy updates - Personable and professional representatives of Microsoft - Calm demeanor in the face of occasional adversity - Bonus to have previous experience in customer support, especially for software, applications and/or services, but not a requirement
Benefits: - Advancement opportunities that scream Conflict Resolution, Problem-Solving, Communication and Leadership skills on your resume. - The opportunity to build skills within a ground-breaking multinational technology company - The opportunity to earn up to $5,250 of tuition assistance per year to help eliminate or lower student debt post-graduation. - Work alongside friends in a fast-paced, collaborative contact center environment created specifically for college students. Minimum Job Requirements:
Education: Enrolled at the University of Utah
Experience: - General knowledge and/or experience with the Office 365 product as an end-user (bonus for familiarity with troubleshooting scenarios to get O365 up and running). - Bonus to have previous experience in customer support, especially for software, applications and/or services, but not a requirement. - Some previous customer service experienced preferred. - Comfort using online tools and systems - Ability to work in a fast-paced, goal-oriented environment. - Proven ability to cultivate and manage relationships with customers. - Driven, happy and passionate. Specific Skills: - Interpersonal communication skills. - Mechanical or technical aptitudes. - You have experience using Microsoft Office programs
Specialized Knowledge, Licenses, etc: Must attend mandatory two-week training
Supervisory Responsibility, if any: N/A
Working Conditions: This job operates in a clerical, office based setting in downtown Salt Lake City. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.