Customer Service Support Specialist

4 weeks ago


Grand Rapids, Michigan, United States Grand Rapids Public School District Full time
Job Summary

The Customer Service Support Specialist provides technical assistance to Grand Rapids Public Schools staff, students, parents, and approved partners on district-supported hardware, software, and systems. This role involves supporting users over the phone, via chat, email, and in-person, and maintaining documentation and logging activities.

Key Responsibilities
  • Provide technical support to GRPS staff, students, parents, and approved partners on district-supported hardware, software, and systems.
  • Use remote control technologies to provide real-time troubleshooting and educational support of district-supported hardware and software.
  • Perform specific one-on-one training regarding hardware and software use.
  • Maintain Helpdesk system and database used for recording customer contacts, activities related to customer service, documenting problems, and providing detailed technical information to MIS technicians.
  • Maintain self-help documentation of district systems and processes for staff related to operating, maintaining, and troubleshooting hardware and software.
  • Serve as a departmental liaison for users of instructional and administrative technology, listening to, analyzing, and solving customers' problems.
  • Provide task progress and completion data prepared in a professional manner to supervisor, MIS technicians, and other helpdesk personnel as required.
Requirements
  • Associate degree in computer science or a related field.
  • 2 years' experience working in tech support in a call-center environment.
Preferred Qualifications
  • Bilingual and fluent in Spanish.
  • Experience with specific applications and technologies, including BMC Remedyforce, Microsoft Windows OS, Apple Mac OS, and others.
Additional Qualifications
  • Ability to manage multiple tasks simultaneously and work effectively under pressure with end-users at all skill levels.
  • Effective oral and written communication skills.
  • Demonstrated ability to work in a fast-paced team environment.
  • Customer service focus with the ability to relate well with staff and the school community with professional communication and cooperation.


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