Customer Service Support Specialist - Onsite

Summary:

The Customer Service Support Specialist position serves as a 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 policies, personal computers, and networks as they pertain 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 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 the appropriate resource any recurring/critical client issue received

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

● Knowledgeable about assigned Client, service offerings, policies/standards, and processes

Preferred Qualifications:

● High School Diploma/GED equivalent;
Associate's 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, 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.