Customer Service Support Specialist

Data Recognition Corporation
Brooklyn Park, MN
Closing date
Dec 17, 2023

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Job Type
Employment Status
Full Time

Job Details


The Customer Service Support Specialist position serves as the 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 policies, 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 resources any recurring/critical client issue received

● Write, edit, and proof project documentation, email, and Knowledge articles

● Knowledgeable about assigned Clients, service offerings, policies/standards, and processes


Preferred Qualifications:

 ● High School Diploma/GED equivalent; Associate 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, and 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. 



Founded in 1978, Data Recognition Corporation (DRC) is a privately-held company headquartered here in the Twin Cities, with offices in Maple Grove, Woodbury, Brooklyn Park, and eight other locations nationwide.  DRC’s three divisions – Education, Survey Services and Document Services – provide high quality programs and services to state departments of education, medium-to large sized global businesses, and the United States Government.  DRC delivers full-service educational testing and assessment programs; large-scale survey research and data-collection programs; and comprehensive digital and mailing document solutions.  DRC continues to achieve extraordinary growth and provides superior career opportunities for talented professionals.


*Health Insurance
Medical and Dental
*Term Life Insurance/AD&D
*401(k) Plan
*Profit Sharing
*Personal Time Off
*Short Term Disability
*Long Term Disability
*Tuition Reimbursement
*Educational Grants for Children of DRC Employees *Community Service Leave *Discount Programs

Locations: Maple Grove Headquarters/494 & Bass Lk Rd, Brooklyn Park/7303 Boone Ave N and the Brooklyn Park Distribution Ctr./8900 Wyoming Ave N.  If interested in applying,  please visit the Careers page on our website at


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