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Client Support Representative

2 months ago

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

The Florida Association of Court Clerks & Comptrollers is a prominent, non-profit organization serving the state of Florida. Our subsidiary, CiviTek Solutions, has been dedicated to providing essential financial and technical services since its inception in 1991.

Position Summary

This role involves managing the initial intake of service requests from end users through various communication channels, including calls, emails, and web applications. The Support Specialist will assess, triage, research, and resolve basic incidents and requests related to application software and infrastructure components. The position requires logging all incidents and requests and engaging with other service desk resources for escalations when necessary.

Key Responsibilities

  • Respond to service desk inquiries via phone, email, and other channels, ensuring timely and courteous support to end users.
  • Follow established procedures for classifying incidents, providing initial support, and prioritizing requests based on urgency and impact. Maintain accurate records in the incident management tool.
  • Notify relevant staff of escalated issues or complaints and provide daily status reports on outstanding requests.
  • Communicate solutions to customers as directed and continuously enhance operational and technical knowledge through collaboration with the Service Center.
  • Maintain professional communication with coworkers, management, and the public, adhering to all organizational policies and procedures.

Qualifications

  • Associate's Degree or equivalent work experience is required.
  • Four years of customer service experience, preferably in technical support, is required.
  • Strong communication, analytical, and instructional skills are essential.
  • Experience in court operations or with state agencies is preferred.
  • Excellent organizational and time management skills, with the ability to multitask and meet tight deadlines.
  • Proficiency in using personal computers and standard office software is necessary.
  • Dependability and reliability are crucial for this position.

The Florida Association of Court Clerks and Comptrollers/CiviTek is committed to fostering a collaborative and inclusive work environment that values the contributions of all employees. We offer a comprehensive benefits package, including health, dental, vision, and retirement plans, along with opportunities for professional development.