Stanford University

This is a fully remote position.

The fundraising work of the Stanford Office of Development (OOD) underwrites every aspect of the university’s mission of teaching, research, service and patient care. The gifts raised help us offer one of the most generous financial aid programs in the United States and carry out groundbreaking research that benefits people worldwide.

Separately, the Stanford Alumni Association (SAA) reaches, serves and engages all Stanford alumni and students, and fosters a lifelong intellectual and emotional connection between the University and its graduates. We deliver the most effective alumni relations program anywhere in higher education, including a bimonthly magazine; online communication and networking tools; academic and social programming (on and off-campus); a worldwide travel/study program; and numerous Stanford-related products and initiatives.

Business Technology Services (BTS) serves the technology needs of OOD & SAA. In addition to ongoing support, BTS, in partnership with Stanford’s University Information Technology organization, is accountable for the implementation of the ADAPT Program (Alumni and Development Applications Platform Transition). ADAPT is a multi-year program that will migrate Stanford’s 20+ year old PostGrads database and all its associated systems and processes (e.g., gift-processing, web presence, constituent management, event management, etc.) to a Salesforce platform or inter-related systems. The services BTS provides, enable OOD, SAA, and their campus partners to better serve, steward, and digitally engage the university’s donors and alumni.

The Customer Service Representative is a member of the Technology Support & Training (TST) team within Business Technology Services. Under direct supervision, the Customer Service Representative responds to telephone, email, and online general inquiries from Stanford Alumni and Donors, related to Stanford alumni web sites, alumni directory, alumni email accounts, and the Giving to Stanford web site. The Customer Service Representative also manages simple requests submitted by OOD and SAA staff that are related to computer hardware, software, and applications and systems used for alumni engagements and fundraising efforts; escalates complex requests appropriately. The Customer Service Representative may also work on small projects.

Your responsibilities include:

Providing first line of response to Alumni, Donors, and friends via email or telephone for issues related to:
- Account registration and login for the Stanford Alumni websites
- Alumni email accounts
- Alumni website features, such as the Alumni directory, event registration, and regional Alumni club support
- Stanford Giving website
Assisting OOD and SAA staff with simple problems/questions/requests related to business applications, including the Alumni/Donor database, Microsoft Office. Escalate more difficult issues to the appropriate support teams.
Entering all inquiries into the issue tracking system, ServiceNow.
Identifying recurring problems that result in customer service issues, and working with other Technology Support and Training team members to determine the root cause and potential solutions.
Documenting common solutions in the knowledge base.
Applying and promoting security best practices.
Working on other assigned projects as needed.

– Other duties may also be assigned.

To be successful in the role you will bring:

Experience with various operating systems and computing devices. Experience installing and configuring desktop computer systems in a networked computing environment, and in applying diagnostic techniques for problem troubleshooting.
Strong communication and interpersonal skills.
Ability to provide excellent client service.
Ability to apply diagnostic techniques for problem troubleshooting.
Ability to apply information technology best practices, including security (this includes information security or physical security, such as asset management) to problem resolution and troubleshooting.
Experience with Microsoft Office applications (Word, Excel, Outlook), and multiple web browsers.
Working experience with ServiceNow or any ticketing system is a plus.
Excellent listening skills and ability to communicate clearly and professionally in English, especially over the telephone; ability to write email messages with clear step-by-step instructions; empathy and patience assisting alums or donors with limited computer experience or knowledge.
Demonstrated ability to work both independently and as part of a team.
A high level of initiative, flexibility, conscientiousness and meticulousness using good judgment, and a sensitivity to confidential information.

Work Standards:

Interpersonal Skills: Demonstrates the ability to work well with Stanford colleagues and clients and with external organizations.
Promote Culture of Safety: Demonstrates commitment to personal responsibility and value for safety; communicates safety concerns; uses and promotes safe behaviors based on training and lessons learned.
Subject to and expected to comply with all applicable University policies and procedures, including but not limited to the personnel policies and other policies found in the University’s Administrative Guide, http://adminguide.stanford.edu.

This remote role is open to candidates anywhere in the United States. Stanford University has five Regional Pay Structures. The compensation for this position will be based on the location of the successful candidate. The expected pay range for this position is $63,000 to $89,000 per annum. Stanford University provides pay ranges representing its good faith estimate of what the university reasonably expects to pay for a position. The pay offered to a selected candidate will be determined based on factors such as (but not limited to) the scope and responsibilities of the position, the qualifications of the selected candidate, departmental budget availability, internal equity, geographic location and external market pay for comparable jobs.

Why Stanford is for You

Imagine a world without search engines or social platforms. Consider lives saved through first-ever organ transplants and research to cure illnesses. Stanford University has revolutionized the way we live and enrich the world. Supporting this mission is our diverse and dedicated 17,000 staff. We seek talent driven to impact the future of our legacy. Our culture and unique perks empower you with:

Freedom to grow. We offer career development programs, tuition reimbursement, or audit a course. Join a Ted Talk, film screening, or listen to a renowned author or global leader speak.
A caring culture. We provide superb retirement plans, generous time-off, and family care resources.
A healthier you. Climb our rock wall or choose from hundreds of health or fitness classes at our world-class exercise facilities. We also provide excellent health care benefits.
Discovery and fun. Stroll through historic sculptures, trails, and museums.
Enviable resources. Enjoy free commuter programs, ridesharing incentives, discounts and more!

How to Apply

We invite you to apply for this position by clicking on the “Apply for Job” button. To be considered, please submit your résumé and a one-page cover letter along with your online application.

As demonstrated by the IDEAL initiative (Inclusion, Diversity, Equity & Access in a Learning Environment), we believe that diversity and excellence go hand-in-hand and we hire individuals with a commitment to work effectively with colleagues and donors from diverse backgrounds. A major Silicon Valley employer, Stanford seeks people committed to excellence and to improving our world. In turn, the university is committed to supporting its employees as they develop their careers and enrich their lives. https://ideal.stanford.edu/

The job duties listed are typical examples of work performed by positions in this job classification and are not designed to contain or be interpreted as a comprehensive inventory of all duties, tasks, and responsibilities. Specific duties and responsibilities may vary depending on department or program needs without changing the general nature and scope of the job or level of responsibility. Employees may also perform other duties as assigned.

Consistent with its obligations under the law, the University will provide reasonable accommodation to any employee with a disability who requires accommodation to perform the essential functions of the job.

Stanford is an equal employment opportunity and affirmative action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other characteristic protected by law.