Req #97

Wednesday, September 25, 2019 DRC is one of the largest educational assessment and curriculum/instruction companies in the industry.  

Summary: 

The Customer Service Technical Agent 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 policy, personal computers and networks as they relate 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 NON-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 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

o   Seasonal Staff Support

·        Participation in leading Training activities of seasonal staff.

·        Carrying out DRC's Quality Assurance practices to ensure compliance by seasonal staff.

 

Preferred Qualifications:

·       High School Diploma/GED equivalent; Associates 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.

 

Data Recognition Corporation is an Affirmative Action/Equal Opportunity Employer, M/F/D/V and prospective employees will receive consideration without regard to race, color, creed, religion, national origin, sexual orientation, gender, marital status, status with regard to public assistance, membership or activity in a local commission, disability, age, protected veteran status, or membership in any other legally protected class.    Other details

• Job Family Administration
• Pay Type Hourly