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Reference Number:
402647
Job Description:
Exceptional customer support
Our Client is a major supplier of software for Schools. If you have an interest in or have worked in a school district you may be the perfect candidate. Located in South County.
Job Description:
Customer Support Specialist
The role of the Customer Support Specialist serves as primary customer contact for problem definition and resolution for the software application, providing analytical support and guidance for the duration of the customer's relationship.
Job Summary and Mission:
The Administrative Solutions Customer Support Specialist, working under the direction of the Administrative Solutions Support Manager, will provide excellent support and assistance to all customers. Following the department policies and procedures, the Specialist will troubleshoot and resolve both routine and non-routine customer problems in the expected timeframe.
Responsibilities:
Customer Support
* Answer, evaluate, and prioritize incoming telephone, voice mail, e-mail, and fax requests for assistance from users experiencing problems with software, networking related to software, and hardware relating to software
* Log and track requests in support tracking software, using Netkeeper, maintaining accurate history records and related problem documentation
* Handle problem recognition, research, isolation, resolution and follow-up for routine user problems, referring more complex problems to the manager
* Provide information on the programs available based on the needs and desires of customers
* Test product and improvements to product when requested in a timely manner to assist in smooth integration to market and report findings
* Keep current on all programs supported by the department through in-house training and self motivated learning
* Perform miscellaneous job-related duties as assigned
Qualifications:
Required Attributes
* Ability to maintain a professional and positive attitude and demeanor during stressful times and when working for a variety of clients
* Ability to organize and multi-task and complete tasks in timeframe requested
* Ability to focus on the problem at hand
* Patience
* Superior verbal and written communication skills
* Ability to communicate information that may be highly technical to persons with a variety of non-technical backgrounds by phone, email or in person
* Ability to interact well with others in an open cubicle environment
* Willing and able to learn new technical concepts and tasks
* Excellent analytical skills, including the ability to define problems, collect data, establish facts, and draw valid conclusions
* Must show individual initiative and responsibility
Required Knowledge
* Some knowledge of K12 Operations preferred
Required Technical/Software Skills
* Proficient in MS Office tools
* Superior phone and keyboard skills with the ability to handle both simultaneously
* Strong knowledge of different operating systems, Internet usage, ability to manage directories and files
* Ability to lead users through diagnostic procedures to determine sources of errors
* Ability to hook up computers and peripheral devices and use that knowledge to relay information to support customers
Education/Experience:
* High school diploma, Knowledge of K12 instructional and administrative strategies, practices, and challenges preferred
* Some customer service experience preferred
Send resume to stlouis@stivers.com and reference number 402647.
Only applicants who meet all qualifications will be contacted.
You may view all our current openings at www.stivers.com.
Excellence in staffing for over 60 years!
EOE M/F/D/V
Experience Level:
Unspecified
Requirements:
See above.
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