Data Recognition Corporation

Customer Service Support Lead

Plymouth, MN
Jan 12, 2022
Feb 11, 2022
Data Recognition Corporation
Job Type
Employment Status
Full Time

Req #304

Wednesday, January 12, 2022

The Customer Service Support Lead 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 for the DRC products, including NON-Technical issues as needed 
  • Manage unresolved cases utilizing appropriate resources within required timelines
  • Perform and maintain acceptable performance levels as measured against the following metrics:  client hold time, call length, call volume, call quality and overall customer satisfaction
  • Achieve several DRC internal certifications throughout employment
  • Coordinate internal resources as necessary to ensure effective resolution 
  • Document and communicate to appropriate parties and track recurring/critical client issues
  • Write, edit and proof project documentation, email communications, and knowledge articles
  • Knowledgeable about assigned Client, service offerings, policies/standards, and processes
  • Seasonal Staff Support
  • Participation in leading Training activities of seasonal staff
  • Carrying out DRC Quality Assurance practices to ensure compliance by seasonal staff

    Preferred Qualifications:

    • High School Diploma or HSE; 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, analytical, and 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 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. 

    Other details Job Family Administration Pay Type Hourly Apply Now

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