Data Recognition Corporation

Customer Service - Support Specialist

Plymouth, MN
Jun 23, 2022
Jul 23, 2022
Data Recognition Corporation
Job Type
Employment Status
Full Time


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. 

Similar jobs

More searches like this

Similar jobs