Customer Service Support Specialist - onsite

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Job description

DRC is one of the largest educational assessment and curriculum/instruction companies in the industry.

Summary:

The Customer Service Support Specialist position serves as the first technical point of contact for DRC Clients. This position is responsible for providing professional, high-level Customer Service by delivering technical information/instruction and resolving issues related to test administration, reports, client-specific testing policy, personal computers, and networks as they relate to DRC's applications. This position serves as a positive influence in a rapidly changing environment.

Essential Position Responsibilities:

Receive, respond to, and resolve inbound Client contacts on DRC products, including NON-Technical issues as needed

Manage unresolved incidents utilizing appropriate resources within required timelines

Performs and maintains acceptable performance levels as measured against the following metrics: client hold time, call lengths, call volumes, call quality, and overall customer satisfaction

Required to achieve several certifications throughout training and contract duration

Coordinate internal resources as necessary to ensure effective resolution

Document and communicate to appropriate resources any recurring/critical client issue received

Write, edit, and proof project documentation, email, and Knowledge articles

Knowledgeable about assigned Clients, service offerings, policies/standards, and processes

Preferred Qualifications:

High School Diploma/GED equivalent; Associate degree preferred

1-3 years of technical support experience in a non-scripted inbound Customer Contact Center

Exceptional verbal and written communication skills

Strong problem-solving and analytical skills

Strong time management skills

Demonstrated interpersonal and teamwork skills

Proven technical skills with a strong familiarity with Microsoft Office Suite

Essential Job Requirements:

Report to work promptly when scheduled and adhere to DRC temporary agent conduct and behavior expectations

Be able to work under supervision and incorporate feedback to improve performance

Relate effectively and work respectfully with diverse work groups

Ability to consistently perform well during times of increased workload

Manage multiple job functions simultaneously

Other duties as needed

Physical Requirements: Ability to sit and/or stand for up to 8-hour periods of time Ability to look at a computer monitor, and utilize a keyboard and/or mouse for up to 8 hours per day Ability to lift up to 15 pounds as necessary

The Employer retains the right to change or assign other duties to this position.

DRC offers a comprehensive benefits program that allows employees to make choices that best meet their current and future needs. We offer many benefits, including medical, wellness, dental, and vision insurance, a 401(k), flexible spending and health savings accounts, short and long-term disability insurance, and life insurance. DRC also offers a generous paid time off policy and community service leave.

Data Recognition Corporation is an Affirmative Action/Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

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