Customer Support Representatives (CSR) is the support member that staffs the Technology Support Center front desk at Tufts University 5 The Green Eaton Hall Medford, MA

• Responsible for communicating with our customers about computer repair progresses as well as offering general advice about desktop/laptop support and computer/software purchases
• Create Tech Connect tickets for all interactions and add information in tickets
• Place “Computer Maintenance” documentation to any Computer or Printer in the Lab when systems are down
• Create tickets for Computers or Printers in need of repair and escalate to appropriate queue
• Set up WIFI, Tufts email and download software on customers devices
• A TTS Greetings must be delivered to the Customer when answering the phone in Medford.
• Responsible for weekly cross reference of tickets to computers we have for repair
• During intake of Computer please make sure all Computer components taken in are labeled and put into an empty bin and delivered out back
• During intake of Computers create Labels with Tech Connect ticket number and apply to Laptop, Power Supply, any peripherals and bins
• During intake make sure the client signs the waiver
• Upon providing Computers back to Clients after repairs all Computers must be turned on and logged into and original problem tested by client before Computer leaves Eaton Hall
• Communicate with our Repair Group Micros, Customer Support Representatives (CSR) and Managers about any sensitive matters or complaints, problems or areas of concern

• Responsible for adhering to all TTS General Policies, Guidelines, Protocols, Procedures and processes
• Document any damage to machines in Tech Connect when Student drops off Computer

* Pushing software via iVanti to Lab Computers and other Public area 

Know the number for the Service Desk 617.627.3376 and the email address it@tufts.edu and will assist Students with contacting them as needed