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.