Bilingual Support Specialist

4 days ago

Tallahassee FL USA, United States FLORIDA ASSN CRT CLERKS INC Full time
Job Title: Bilingual Support Specialist

Located in Tallahassee, Florida, the Florida Association of Court Clerks & Comptrollers is a statewide, non-profit member association. The association is comprised of the Florida Clerks of the Circuit Court and Comptrollers. FACC Services Group, LLC, dba CiviTek Solutions was established in 1991 to provide financial and technical services for the Clerks of Circuit Court and Comptrollers of the State of Florida. CiviTek is a wholly-owned subsidiary of the Florida Association of Court Clerks, Inc. (FCCC)

Job Summary

This position is responsible for providing initial support to end-users through various channels, including calls, emails, faxes, web-apps, and mail. The successful candidate will be responsible for making an initial assessment, triage, research, and resolution of basic incidents and requests regarding the use of application software products and/or infrastructure components.

Key Responsibilities
  • Respond to service desk phone lines, faxes, voicemail, web-apps, and email in a timely and courteous manner.
  • Understand and follow proper elevation procedures for classifying incidents, providing initial incident support, and prioritizing incidents based on impact and urgency.
  • Log all incidents and requests in the Service Desk incident management tool and maintain the tool as directed by the Service Center Manager.
  • Provide immediate notification to appropriate staff of escalated issues or complaints.
  • Review the incident management tool on a daily basis and provide status reports concerning outstanding problem requests to designated staff.
  • Relay written and verbal solutions to customers as directed by Support Specialist III, Application Support Analyst, or Administrator.
  • Communicate with coworkers, management, staff, Clerk's offices, the general public, and others in a courteous and professional manner.
Requirements
  • Associate's Degree or the equivalent working experience.
  • Four (4) years customer service experience preferred technical service desk support.
  • Individual should be motivated with a high level of communication, analytical, and instructional skills.
  • Prior working experience with the court operations or working experience with state agency preferred.
  • Possess extensive working knowledge of customer service skills.
  • Possess excellent customer service skills.
  • Possess a strong work ethic and ability to interact well with others.
  • Possess excellent organizational, prioritization, and strong time management skills.
  • Requires excellent written and verbal communication skills.
  • Employee must be dependable and reliable.
  • The position requires the ability to work with a personal computer and peripheral equipment in a Windows environment.
  • Have the ability to utilize Microsoft Suite, familiarity with computers, printers, and standard office machines.
  • Must be PCI compliant.
Benefits

Florida Association of Court Clerks and Comptrollers/Civitek offers a dynamic business culture that values, encourages, and includes the thinking and collaboration of our employees. We're driven by the need to build something better. Civitek creates technology solutions that protect revenue, save time, and free up resources for Florida's Clerks and Comptrollers. What remains constant throughout our history of transformation is our dedication to our clerks, their constituents, our employees, and to the values on which Civitek was built: integrity, member/customer focused, simplicity, innovation, collaboration, ownership, and bring JOY.

Our employees enjoy an exceptional benefits package, including health, dental, vision, life, disability, paid leave time, a 401(k) plan, paid holidays, professional development, and an employee discount program.

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