Reference # 19-00674 Title Customer Care Specialist
Location Phoenix, ARIZONA
Position Type Contract
Experience Level Contract
Start Date / End Date 28-10-2019 --- 30-06-2020
Description
This is a repost but the new hiring manager is open to seeing resources that were previously submitted and are still interested in the position.

NO VENDOR BRANDING. NO WORK FROM HOME OPPORTUNITY.

Customer Care Specialist


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 Client 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