Sr Specialist CSC | C02

Brooklyn Park, Minnesota, United States
Dec 31, 2017
Jan 19, 2018
Employment Status
Full Time
JOIN US AS A SENIOR SPECIALIST CLIENT SUPPORT CENTERSimilar Industry Titles and Key Words: Help DeskAbout This OpportunityAs a Sr. Specialist in the Client Support Center, you provide 1st level support to all Target team members, vendors, and contractors on technology and process related issues.  Develop strong understanding of the business and can relate problems to business impacts.  Understand when to place a sense of urgency and will escalate critical problems to management.  Maintain a strong working knowledge of supported systems and continually strives to enhance knowledge through ongoing training, reading, and participating in projects and improvement initiatives.  Maintain required performance standards for both quality and quantity, and recommend ideas for improving resolution, client satisfaction, service levels and procedures.Use your skills, experience and talents to be a part of groundbreaking thinking and visionary goals.  As a Sr. Specialist in the Client Support Center, you'll take the lead as you…
  • Providing technical and process support for all contact types
  • Learning and maintaining technical and business knowledge to support clients 
  • Asking how the reported issue impacts the client's business, using empathy and a sense of urgency to support the clients resolution
  • Independently resolving most client issues using available resources and proactively educating clients on available resources
  • Escalating calls to appropriate support group and ensures escalation effort resulted in recovery of time
  • Escalating client calls to management when appropriate.  Following through on commitments to clients. 
  • Personally contributing to overall team objectives and flexibility with work schedule and when needed. 
  • Demonstrating an understanding of the various systems and the related troubleshooting procedures
  • Actively responding to call queues by managing call time and re-prioritizing effectively 
  • Identifying and recommending changes to our tools, process and documentation
  • Sharing learned knowledge with team members and acts as a senior technical and process resource
  • Assisting in the training of new team members with call observation and explaining the tools and resolution process 
  • Creating a positive image of the Client Support Center through interaction with clients, contractors, vendors, and team members 
  • Superior customer relation skills
  • Excellent analytical and problem solving skills
  • Adaptable to changing priorities, tasks, and work schedules to meet customer services standards
  • Ability to handle multiple problems/contacts simultaneously
  • Work under pressure and time constraints
  • Effective written and verbal communication skills
  • Detail oriented
  • Knowledge of hardware/software terminology and concepts
  • Strong team player
  • Four year college/university or related experience
  • Minimum 2 year technical call center or support experience
  • Technical Certifications
  • 1+ years of Electronic Data Interchange experience