Job Overview Nova Southeastern University (NSU), a leading private research university, is seeking a dedicated Customer Service Representative I for its Network Control Center (NCC). This full-time remote position is exclusively available to residents of Broward, Dade, Palm Beach, and Lee Counties in Florida. As a key member of the NCC team, you will play a vital role in supporting the university's IT infrastructure by delivering outstanding customer service to students, faculty, staff, and external stakeholders. This entry-level role offers an excellent opportunity to contribute to NSU's mission of fostering innovation and excellence in higher education while working from the comfort of your home. Key Responsibilities In this position, you will serve as the first point of contact for NCC-related inquiries, troubleshooting technical issues over phone, email, chat, and remote desktop tools. You will document all interactions in the ticketing system, escalate complex problems to senior technicians, and follow up to ensure resolution. Responsibilities also include monitoring network systems for alerts, providing basic guidance on university IT policies, and contributing to knowledge base articles to improve self-service options. Collaboration with cross-functional teams is essential to maintain high service levels, achieve SLAs, and enhance user satisfaction through proactive communication and feedback collection. Required Qualifications A high school diploma or equivalent is required; an associate's degree in IT, computer science, or a related field is preferred. At least one year of customer service experience, ideally in a technical support or call center environment, is necessary. Candidates must reside in Broward, Dade, Palm Beach, or Lee County and have reliable high-speed internet (minimum 50 Mbps download/upload), a quiet workspace, and compatible computer equipment. Basic knowledge of Windows/Mac OS, networking fundamentals, and remote support tools like TeamViewer is expected. Skills Strong active listening and communication skills are crucial, along with empathy and problem-solving abilities to handle diverse customer needs. Proficiency in Microsoft Office Suite, CRM/ticketing systems (e.g., ServiceNow, Zendesk), and multitasking in a fast-paced setting is required. Excellent time management, attention to detail, and a customer-centric mindset will drive success. Technical aptitude for quick learning of NSU-specific systems and adaptability to shifting priorities are highly valued. Company Info Founded in 1964, Nova Southeastern University is a dynamic institution with over 20,000 students across eight colleges, offering innovative programs in health sciences, law, business, and more. Located in Fort Lauderdale, Florida, NSU emphasizes cutting-edge research, community engagement, and student success, consistently ranking among top universities nationally. Benefits NSU provides competitive benefits including comprehensive health, dental, and vision insurance; tuition remission for employees and dependents; generous paid time off; retirement plans with employer matching; and employee wellness programs. Remote workers receive stipends for home office setup and professional development opportunities. Growth Opportunities NSU fosters career advancement through internal promotions, leadership training, and certifications like CompTIA A+ or ITIL. High performers can progress to Senior CSR, NOC Analyst, or management roles within the NCC, with access to mentorship and tuition assistance for further education.