Customer Service Support Specialist

3 weeks ago

Maple Grove, United States Data Recognition Corporation Full time

DRC is one of the largest educational assessment and curriculum/instruction companies in the industry.

Summary:

The Customer Service Support Specialist position serves as the first technical point of contact for DRC Clients. This position is responsible for providing professional, high-level Customer Service by delivering technical information/instruction and resolving issues related to test administration, reports, client-specific testing policy, personal computers, and networks as they relate to DRCs applications. This position serves as a positive influence in a rapidly changing environment.


Essential Position Responsibilities:

? Receive, respond to, and resolve inbound Client contacts on DRC products, including NON-Technical issues as needed

? Manage unresolved incidents utilizing appropriate resources within required timelines

? Performs and maintains acceptable performance levels as measured against the following metrics: client hold time, call lengths, call volumes, call quality, and overall customer satisfaction

? Required to achieve several certifications throughout training and contract duration

? Coordinate internal resources as necessary to ensure effective resolution

? Document and communicate to appropriate resources any recurring/critical client issue received

? Write, edit, and proof project documentation, email, and Knowledge articles

? Knowledgeable about assigned Clients, service offerings, policies/standards, and processes

Preferred Qualifications:

? High School Diploma/GED equivalent; Associate degree preferred

? 1-3 years of technical support experience in a non-scripted inbound Customer Contact Center

? Exceptional verbal and written communication skills

? Strong problem-solving and analytical skills

? Strong time management skills

? Demonstrated interpersonal and teamwork skills

? Proven technical skills with a strong familiarity with Microsoft Office Suite

Essential Job Requirements:

? Report to work promptly when scheduled and adhere to DRC temporary agent conduct and behavior expectations

? Be able to work under supervision and incorporate feedback to improve performance

? Relate effectively and work respectfully with diverse work groups

? Ability to consistently perform well during times of increased workload

? Manage multiple job functions simultaneously

? Other duties as needed

Physical Requirements: ? Ability to sit and/or stand for up to 8-hour periods of time ? Ability to look at a computer monitor, and utilize a keyboard and/or mouse for up to 8 hours per day ? Ability to lift up to 15 pounds as necessary

The Employer retains the right to change or assign other duties to this position.

DRC offers a comprehensive benefits program that allows employees to make choices that best meet their current and future needs. We offer many benefits, including medical, wellness, dental, and vision insurance, a 401(k), flexible spending and health savings accounts, short and long-term disability insurance, and life insurance. DRC also offers a generous paid time off policy and community service leave.


Data Recognition Corporation is an Affirmative Action/Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

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