Customer Support Representatives (CSRs) are the support member that staffs the Technology Support Center front desk at Tufts University. This position is located in Boston at our 145 Harrison Ave Building.
• Responsible for communicating with our customers about computer repair progress 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 the appropriate queue
• Set up WIFI, Tufts email and download software on customers’ devices
• 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
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
