Customer Service Support Specialist
4 weeks ago
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.
- Associate degree in computer science or a related field.
- 2 years' experience working in tech support in a call-center environment.
- Bilingual and fluent in Spanish.
- Experience with specific applications and technologies, including BMC Remedyforce, Microsoft Windows OS, Apple Mac OS, and others.
- 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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