Customer Service Support Specialist- onsite

Summary:  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 policy, 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.

Salary : $20 - $25