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Client Support Coordinator

2 months ago

Tallahassee, Florida, United States FLORIDA ASSN CRT CLERKS INC Full time
Position Overview

The Florida Association of Court Clerks & Comptrollers is a prominent, non-profit organization dedicated to serving the Clerks of the Circuit Court and Comptrollers across the state. Our subsidiary, CiviTek Solutions, has been delivering essential financial and technical services since its inception.

Role Summary

This position acts as the primary contact for all inquiries related to the FCCC - CiviTek E-Portal Service Desk. The individual will ensure that all users receive prompt and effective resolutions for their service requests. Responsibilities include the initial assessment and management of service requests received through various communication channels, including phone, email, and written correspondence. The role involves logging incidents, addressing basic issues, and escalating more complex problems to the appropriate resources.

Key Responsibilities

  • Provide timely and courteous support to end-users via service desk communication channels. Follow established protocols for incident classification and prioritization based on urgency and impact.
  • Handle standard Tier 1 incidents during initial customer interactions. Log all incidents and requests accurately in the incident management system and notify relevant personnel of escalated issues.
  • Review the incident management database daily and prepare status updates for outstanding requests to management and designated staff.
  • Enhance operational and technical knowledge through collaboration with the E-Portal Service Center.
  • Offer suggestions for improvements and enhancements to applications, systems, and procedures to relevant team members.
  • Maintain professional communication with colleagues, management, and the public, adhering to all organizational policies and procedures.
  • Respond promptly to all forms of communication, ensuring clarity and professionalism in written correspondence.
  • Deliver exceptional customer service to both internal and external stakeholders.
  • Stay informed about application software updates and legislative changes that may impact service delivery.

Qualifications

  • Associate's Degree in Arts or equivalent experience is required.
  • A minimum of four years of customer service experience, preferably in a technical support environment.
  • Experience may be substituted on a year-for-year basis for educational requirements.
  • Demonstrated customer service excellence.
  • Strong work ethic with the ability to collaborate effectively.
  • Self-motivated and team-oriented individual.
  • Dependable and reliable work habits.
  • Strong leadership capabilities.
  • Excellent organizational, prioritization, and time management skills.
  • Ability to manage multiple tasks and meet tight deadlines.
  • Exceptional written and verbal communication skills.
  • High level of analytical and instructional abilities.
  • Proficient in using personal computers and standard software applications, including Microsoft Office.

The Florida Association of Court Clerks and Comptrollers/CiviTek Solutions fosters a collaborative work environment that values the contributions of all employees. We are committed to developing innovative technology solutions that enhance efficiency and support the needs of Florida's Clerks and Comptrollers. Our core values include integrity, customer focus, simplicity, innovation, collaboration, ownership, and joy.

We offer a comprehensive benefits package, including health, dental, vision, life insurance, disability coverage, paid leave, a 401(k) plan, paid holidays, opportunities for professional development, and an employee discount program.

Join us in our mission to create impactful solutions for our community.