Data Recognition Corporation

Customer Service - Support Specialist

Location
Plymouth, MN
Posted
Jun 23, 2022
Closes
Jul 23, 2022
Ref
334-3_3
Contact
Data Recognition Corporation
Category
Other
Job Type
Employee
Employment Status
Full Time

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 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

 

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. 

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