Client Support Representative

1 week 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 dedicated to serving the Clerks of the Circuit Court and Comptrollers across the state. Our subsidiary, CiviTek Solutions, has been providing essential financial and technical services since its inception.

Position Summary

This role is pivotal in managing the initial intake of service requests from end users via various communication channels. The Support Specialist will assess, triage, research, and resolve basic incidents and requests related to application software and infrastructure components. This position is responsible for logging all incidents and requests and engaging other resources for escalated issues that require additional expertise.

Key Responsibilities

  • Respond promptly to service desk inquiries through phone, email, and other platforms, ensuring courteous and efficient support for end-users.
  • Implement proper procedures for classifying incidents, providing initial support, and prioritizing requests based on urgency and impact. Maintain accurate records in the incident management tool as directed.
  • Notify relevant personnel of escalated issues or complaints and provide daily status updates on outstanding requests.
  • Communicate solutions to customers as guided by senior staff, and continuously enhance operational knowledge through collaboration with the Service Center.
  • Maintain professional communication with colleagues, management, and the public, adhering to all organizational policies and procedures.

Qualifications

  • Associate's Degree or equivalent work experience is required.
  • A minimum of four years in customer service, preferably in a technical support role.
  • Strong communication, analytical, and instructional skills are essential.
  • Experience in court operations or with state agencies is preferred.
  • Proficient in customer service techniques and maintaining a strong work ethic.
  • Excellent organizational and time management skills, with the ability to multitask effectively.
  • Strong written and verbal communication abilities are required.
  • Dependability and reliability are crucial for this position.
  • Familiarity with personal computers and standard office software is necessary.
  • Must adhere to PCI compliance standards.

The Florida Association of Court Clerks and Comptrollers/CiviTek fosters a collaborative work environment that values innovation and integrity. Our commitment to our members and employees is reflected in our comprehensive benefits package, which includes health, dental, vision, and retirement plans.

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