the internal application process.
Position Title:
Customer Success
Representative
Job Category:
University Staff
Employment Type:
Terminal
(Fixed Term)
Job Profile:
Customer Success Rep
Job Duties:
The
University of Wisconsin System is seeking multiple Customer Success Representative in Shared Services. These positions are 1-year,
from start date, appointments. The Customer Success Representative is a business process and technology support role, assisting customers
with a variety of applications and processes managed by Shared Services. This full-time, hourly (non-exempt), University Staff position
reports to the Customer Success Manager.
Key Job Responsibilities:
Major
Responsibilities:
- Serve as the primary point of contact for incoming service requests from faculty, staff, and campus
stakeholders across the UW system. - Review, categorize, and route tickets accurately based on issue type, urgency, and
established protocols. - Provide basic troubleshooting and resolution for common issues related to Workday, finance, HR, and other
shared service platforms. - Utilize a ticketing system (e.g., Ivanti) to log, track, and update all support interactions and
ticket statuses. - Follow standard operating procedures (SOPs) to ensure consistent and compliant service
delivery. - Escalate complex or unresolved issues to the appropriate next level or subject matter experts while maintaining
ownership of follow-up communication. - Monitor ticket queues and ensure service level agreements (SLAs) are met through timely
triage and resolution. - Contribute to the shared knowledge base by identifying gaps and suggesting updates or new articles based
on frequent requests. - Communicate clearly and professionally with users via email, web request, chat and phone, maintaining a
helpful, professional, and empathetic tone in all interactions. - Collaborate with team members to share insights, support
onboarding efforts, and continuously improve service processes. - Analyze service trends and feedback to proactively identify
areas for improvement and recommend enhancements to processes or documentation. - Support the rollout of new services and tools,
including communication, documentation, and user guidance. - Participate in training sessions, workshops, and cross-functional
meetings to stay informed and help align service strategies across campuses. - Assist in training and mentoring new or less
experienced team members to help build team knowledge and ensure consistency in service delivery. - Actively participate in UWSS
projects and initiatives. - Represent the organization as a respectful, professional team member who promotes a positive and civil
workplace culture. - Perform other assignments as needed.
Minimum Qualifications:
To be considered
for this position, applicants must have:
- Associate degree or minimum of 2 years professional work experience in customer service,
administrative professional, etc.
Preferred Qualifications:
Well qualified applicants will also have a
substantial amount of experience in a combination of the following:
- Experience providing customer support to end users in a
support/call center setting - Experience performing operational or technical business processes in an office
setting - Previous experience working with a ticketing system (e.g., ServiceNow, Zendesk, Ivanti, or Jira) to manage and resolve
service requests efficiently.
Knowledge, Skills, and Abilities:
- Excellent written and verbal
communications - Knowledge and practice of strategies to address and de-escalate difficult situations and
customers. - Ability to quickly learn new applications and processes as they are introduced, to support
customers. - Ability to understand the use of help desk call tracking and management applications.
- Ability to work in
a team oriented, collaborative work environment - Knowledge of email clients and web browsers
Work
Location:
The office location is located at 660 West Washington Avenue in Madison, WI. This position has an in-office requirement
of three days per week. The remaining two days may be worked remote/off-site. Telecommuting agreements are subject to change at any
time.
Compensation:
The Customer Success Representative is a full-time, hourly, non-exempt, University Staff position.
Multiple positions will be filled from the posting and pool of candidates. These positions are 1 year, from time of hire,
appointments.
Well-qualified candidates can expect a starting hourly rate within a range of $21.63 – $26.44/hour
($45,000-$55,000) commensurate with the candidate’s education, related experience, and qualifications.
Application
Information:
To ensure full consideration, please submit application materials as soon as possible. Applicant screening will
begin immediately and be ongoing through 11:59 pm, Friday, October 17, 2025. However, applications may be accepted until the position
has been filled.
COMMITMENT TO INCLUSIVE EXCELLENCE
Inclusive Excellence is a source of strength,
creativity, and innovation for Universities of Wisconsin. We value the contributions of each person and respect the profound ways their
identity, culture, background, experience, status, abilities, and opinion enrich the Universities of Wisconsin community. We commit
ourselves to the pursuit of excellence in teaching and learning, research, scholarship, creative activity, community service, and diversity
as inextricably linked goals.
Universities of Wisconsin fulfills its public mission by creating a welcoming and inclusive
community for people from every background – people who serve the State of Wisconsin and the public good.
Special
Notes
If you need to request an accommodation because of a disability, you can find information about how to make a
request by contacting [email protected].
The
Universities of Wisconsin is required to conduct a criminal background and sexual harassment check for the selected finalist prior to
employment.
Please note that successful applicants are responsible for ensuring their eligibility to work in the United States
(i.e., a citizen or national of the United States, a lawful permanent resident, a foreign national authorized to work in the United States
without the need of employer sponsorship) on, before, or after the effective date of appointment.
The Universities of
Wisconsin will not reveal the identities of applicants who request confidentiality in writing, except that the identity of the successful
candidate will be released. See Wis. Stat. §. 19.36(7).
Benefits Information
Universities of Wisconsin
employees receive an excellent benefits package. To learn more about the benefits package, review the Faculty, Academic Staff &
Limited Appointees or University Staff Please see this link for total compensation information: Universities of Wisconsin
Health & Retirement Contributions Estimator to provide you with total compensation information.
Application
Instructions
To ensure full consideration, please submit application materials as soon as possible. Applicants must
submit a cover letter, resume, and contact information for three professional references. Applicant screening will begin immediately and be
ongoing through the closing date. However, applications may be accepted until the position has been filled.
Clery Act
information
The Universities of Wisconsin provides statistics on campus crime in its Annual Security Report. For more
information on university campus statistics see https://www.wisconsin.edu/compliance/clery/.
UW is an Equal Opportunity
Employer
Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual
orientation, gender identity, national origin, age, pregnancy, disability, status as a protected veteran, or any other bases protected by
applicable federal or State law and UW System policies. We are committed to building a workforce that represents a variety of backgrounds,
perspectives, and skills, and encourage all qualified individuals to apply.
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