The Customer Experience (CX) team within the Office of Technology directly supports UCM’s mission to transform students into leaders by ensuring that technology across campus is reliable, accessible, and aligned with the needs of teaching, learning, and administrative excellence. The team embodies UCM’s values of Community, Diversity, Excellence, Learning, Opportunity, and Service, creating an environment where technology enhances collaboration, supports inclusion, and drives continuous improvement across every area of the university.
CX exists to make technology seamless and accessible. Every interaction—whether remote, walk-in, or on-site—is guided by professionalism, empathy, and responsiveness. The Customer Experience Specialist I serves as the frontline representative of this mission, providing technical assistance, configuration, troubleshooting, and support for UCM’s students, faculty, and staff.
This position is responsible for diagnosing and resolving a wide range of technology issues across Windows, macOS, and mobile platforms. The Specialist assists customers with password resets, Duo multifactor authentication, and access-related problems; and when appropriate, directs users to self-help resources and knowledge-base documentation to promote independence and awareness of available tools. The position supports the installation, maintenance, and lifecycle management of hardware, software, and peripherals, ensuring systems operate securely and efficiently throughout their usable life. The Specialist plays a key role in the end-of-life process for UCM-owned technology by preparing devices for replacement or surplus, confirming data sanitization, updating inventory records, and coordinating removal in accordance with institutional standards.
CX Specialists I are expected to work as engaged members of a motivated, culture-driven team focused on excellence, accountability, and collaborative problem solving. They contribute significantly to the team’s organizational learning by documenting the narrative of support—capturing not only what was fixed, but how and why—to enable continuous improvement, training, and service refinement. This role requires empathy, critical thinking, and a strong commitment to delivering a high-quality customer experience that reflects UCM’s pursuit of excellence and opportunity for all.
