Location : Richland County, SC
Job Type: FTE - Full-Time
Job Number: 164367
Agency: Judicial Branch
Division: Information Technology
Opening Date: 04/26/2024
Closing Date: 6/30/2024 4:59 PM Eastern
Residency Requirement: No
Class Code:: IT1032
Position Number:: TBD
Normal Work Schedule:: Monday - Friday (8:30 - 5:00)
Pay Band: Unclassified
Opening Date: 04/26/2024
EEO Statement: Equal Opportunity Employer
Agency Specific Application Procedures:: Interested persons meeting the required qualifications may submit an application at www.careers.sc.gov. All questions on the application must be completed and should include all work history and education. A resume may be included but will not be accepted or reviewed in lieu of an incomplete application. Supplemental questions are considered a part of your application and must be completed.
Veteran Preference Statement: South Carolina is making our Veterans a priority for employment in state agencies and institutions.
Job Responsibilities

The South Carolina Judicial Branch invites applications for Call Center Specialist I in Information Technology, Applications Support.

The Call Center Specialist I is an entry level position in the SCJB Information Technology Call Center, that provides assistance to users of the statewide technology services developed by the Judicial Branch to support the South Carolina Unified State Court System. In a high-volume call center setting, assists callers with basic questions related to the SCJB Electronic Filing System, Attorney Information System (AIS) and Statewide Case Management System (CMS).
ESSENTIAL DUTIES AND RESPONSIBILITIES OF THE POSITION
This job bulletin represents general duties for this position and is not intended to be construed as exclusive or all-inclusive. Other duties may be required and assigned.

• Under the guidance of more senior-level CMS Call Center (Call Center) staff, serves as the first point of contact for customers contacting the Call Center for assistance with the SCJB E-Filing, AIS and CMS Systems.
• Participates in and successfully completes the Call Center Specialist I Training Plan/Skill Path, to include, but not limited to customer service, Call Center Tracking Software, SCJB filer's interface components of the SCJB E-Filing, AIS, and CMS Systems, and troubleshooting basic printer/hardware issues. Must be able to demonstrate the application of learned subject matter.
• Provides customer support for the SCJB E-Filing, AIS and CMS Systems to include navigating and uploading documents to the SCJB E-Filing system, resetting passwords for AIS customers and user maintenance for the CMS System. Troubleshoots and conducts research by interviewing customers to determine the cause of issue. Escalates complex issues to a senior call center team member or another department.
• Provides customer support for routine questions related to items such as, but not limited to, internet browser, operating system and hardware issues for printers, scanners and credit card readers. Troubleshoots and conducts research by interviewing customers to determine the cause of issue. Escalates complex issues to a senior call center team member or another department.
• Utilizes agency Call Tracking software to monitor outstanding Call Center issues awaiting customer response, enters and updates support issues received by the Call Center, and documents all actions taken to remedy the issues. Communicates follow-up and resolution information back to customers who have submitted issues to the Call Center. Assists with keeping Call Center knowledgebase up-to-date by making changes to the content.
• Remains current and knowledgeable on the SCJB E-Filing system, AIS and CMS applications by monitoring release notes and other application documentation.
• Performs all other duties as assigned.

Minimum and Additional Requirements

MINIMUM QUALIFICATIONS (EDUCATION AND EXPERIENCE)

• A high school diploma and relevant experience. An associate's degree or higher in a related field may be substituted for the required work experience.

REQUIRED KNOWLEDGE, SKILLS, ABILITIES AND OTHER CHARACTERISTICS
Skills:

• Experience with customer service and phone etiquette concepts, computer system operations, troubleshooting techniques, and providing technical support.

Ability to:

• Communicate clearly and effectively, both orally and in writing;
• Grasp new concepts, functionality and terminology quickly;
• Analyze, research, document and prioritize issues with limited assistance;
• Manage priorities, time and assignments efficiently and effectively;
• Must be able to establish and maintain good working relationships with agency staff and end user community; and
• Position may require sitting for prolonged periods of time.
• Occasional overnight travel may be required.

Preferred Qualifications

DESIRABLE REQUIREMENTS (EDUCATION AND EXPERIENCE)

• Knowledge of South Carolina court operations at the Summary and/or Circuit court level or experience in an attorney's office, judicial office, or other legal setting.
• Experience working in a call center providing technical support or custom software application support.
• Working knowledge of the following: Microsoft Windows, Microsoft Office, Internet Explorer and other internet browsers, SharePoint.

Additional Comments

ADDITIONAL COMMENTS
The South Carolina Judicial Branch offers an exceptional benefits package for FTE positions that include:

• Health, Dental, Vision, Long Term Disability, and Life Insurance for Employee, Spouse, and Children;
• State Retirement Plan and Deferred Compensation Programs (Temporary positions have option to enroll);
• 15 days paid annual (vacation) leave per year;
• 15 days paid sick leave per year;
• Option to designate 10 days of earned paid sick leave per year as family sick leave;
• 13 paid state holidays;
• Paid Parental Leave; and
• Workers' Compensation Benefits.

EQUAL OPPORTUNITY EMPLOYER
The South Carolina Judicial Branch is an equal opportunity employer and is committed to providing equal employment opportunities to all applicants and does not discriminate on the basis of race, color, religion, national origin, sex, gender, pregnancy, age, or disability.
Benefits for State Employees
The state of South Carolina offers eligible employees generous benefits, including health and dental insurance; retirement and savings plan options; and paid vacation and sick leave. Plus, work-life balance programs such as telecommuting and flexible work schedules are available to employees of some state agencies.

Insurance Benefits
Eligible employees may enroll in health insurance, which includes prescription coverage and wellness benefits. Other available insurance benefits include dental, vision, term life insurance, long term disability and flexible spending accounts for health and child care expenses.

Retirement Benefits
State employees are also offered retirement plan options, including defined benefit and defined contribution plans. Additionally, eligible employees may elect to participate in the South Carolina Deferred Compensation Program, which is a voluntary, supplemental retirement savings plan offering 401(k) and 457 plan options.

Workplace Benefits
State employees may also be eligible for other benefits, including tuition assistance; holiday, annual and sick leave; and discounts on purchases, travel and more.

Note: The benefits above are available to most state employees, with the exception of those in temporary positions. Employees in temporary grant and time-limited positions may be eligible for all, some or none of these benefits as benefits are associated with each position type. For these positions, contact the hiring agency to determine what benefits may be available.
01

What is your highest completed level of education?

• Juris Doctorate
• Master's Degree
• Bachelor's Degree
• Associate Degree
• Some College but No Degree
• High School Diploma
• GED
• None of the above

02

Please give a detailed description of your experience with customer service and phone etiquette concepts, computer system operations, troubleshooting techniques and providing technical support
03

Please provide a detailed description of your working knowledge of the following: Microsoft Windows, Microsoft Office, Internet Explorer and other internet browsers and SharePoint
04

Do you have prior experience working in a call center providing technical support or custom software application support?
05

Do you have working knowledge of the South Carolina court system?
Required Question