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
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.


Customer Care Specialist

• 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

• 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