Customer Service Specialist

The Administrative Office of the Courts (AOC) is excited to welcome a dedicated and enthusiastic professional to join our Court Services Division (CSD) as a Customer Service Specialist. This role is ideal for someone who thrives in a fast-paced environment and is passionate about supporting the judicial system through exceptional service.

As a Customer Service Specialist, you’ll be the first point of contact for AOC staff and court personnel with password resets. This position also supports all court levels with equipment, access, application, and security issues and questions involving the systems used by the courts. You’ll play a vital role in ensuring smooth operations across all court levels by providing expert guidance and technical support.

Reporting to the Customer Services Supervisor, you’ll deliver responsive and knowledgeable assistance to users of AOC-supported applications. Your expertise in judicial system applications and business processes will make you a trusted resource for consultation and problem resolution.

This is more than a help desk role it’s an opportunity to become a subject matter expert and make a meaningful impact in Washington’s court system. If you're ready to bring your skills to a team that values service, collaboration, and continuous improvement, we encourage you to apply!

• Job: 2026-25
• Status: Regular, Full-Time
• Location: Olympia, Washington
• Salary: Range 60: $69,744 - $91,464 per year (DOQ)
• Opens: May 1, 2026
• Closes: May 13, 2026

• Responds promptly to help tickets, phone calls, and information requests, working with users to understand issues, identify root causes, and provide effective, customer-focused solutions.
• Creates and maintains clear, user-friendly documentation that supports customers self-service through the AOC online knowledge base.
• Helps customers to navigate and troubleshoot case management systems, empowering users with the knowledge and confidence to resolve issues independently.
• Researches and analyzes judicial information systems, court business processes, and criminal justice operations to support accurate and effective customer assistance.
• Collaborates with subject matter experts to ensure consistent, reliable information is shared with users of AOC-supported applications.
• Partners with internal AOC staff to escalates customer inquiries and ensure timely, customer-centered follow-up and resolution.
• Performs other duties as assigned.

A combination of relevant education and experience may be considered in meeting the qualifications.

• Six (6) years of experience working in client support and customer service data information and case management systems environment including at least two (2) years of experience working directly with applications supported by AOC.

OR

• Six (6) years working in a court environment which uses applications regularly supported by AOC.

• Ability to earn the trust and respect of coworkers, management, and other constituents through consistent honesty, integrity, professionalism and working cooperatively with others; ability to work effectively as a team member.
• Ability to meet work goals in cooperation with agency, court, state, and professional colleagues.
• Expert people skills and abilities to establish and maintain professional working relationships with coworkers, management, and clients.
• Communication skills both orally and in writing help with effective exchanges; ability to effectively communicate technical and non-technical information to a wide variety of audiences.
• Proficient in using Microsoft 365 products, including Teams, Outlook, Word, One Note.
• Demonstrates strong planning, prioritization, and time-management skills to meet goals with minimal oversight.
• Integrates information logically to develop goals, action plans, timelines, and strategic decisions aligned with organizational objectives.
• Identifies, analyzes, and resolves complex problems; assesses risks; and provides well-reasoned recommendations and solutions.
• Effectively manages resources, staff, and multiple concurrent projects while maintaining…