Reference # 20-00010 Title Customer Support Specialist
Location Phoenix, ARIZONA
Position Type Contract
Experience Level Contract
Start Date / End Date 27-01-2020 --- 30-06-2020
Description
POSITION SUMMARY
The Customer Care Specialist provides exceptional customer service while processing request and providing some technical support to end users for a variety of web-based Client applications and general requests.

RESPONSIBILITIES
- Responds to specific needs of families, teachers and administrators and complex customer inquiries via phone and email
- Provides one-to-one training to end users regarding systems functionality to audiences with varying levels of technical experience
- Answers general "how-to questions for a variety of Client applications, such as password support
- Updates and maintains logs of customer inquiries within ADE systems
- Performs other duties as assigned

REQUIREMENTS
- Demonstrate ability to use discretion and make sound decisions
- Ability to excel in a collaborative team environment and adapt to last minute changes
- Ability to work with a minimal amount of direction while being proactive in keeping their management informed of project related issues
- Ability to work under pressure and handle dissatisfied customers with professionalism
- Ability to respectfully share ideas and points of view with team members and leadership
- Ability and willingness to follow prescribed standard operating procedures and processes
- Proven strong problem-solving skills, troubleshooting, and root cause analysis
- Excellent written and verbal communication skills
- Strong aspiration to learn new technologies
- Proven strong relationship-building and communication skills with team members and business users
- Minimum of 1 year call center and ticketing system experience is required
- Associate or Bachelor's degree in information technology, education, or related is preferred
- Knowledge of the Arizona K-12 school system is preferred
- Working knowledge of student information systems and project management software preferred
- Ability to maintain confidentiality is required