What are the responsibilities and job description for the Customer Support Specialist position at Georgia state government?
The Administrative Office of the Courts seeks a full-time Court Tools Support Specialist to
provide technical and customer service support for various AOC products, including certification,
registration, and licensing programs. Reporting to the Program Manager, this position ensures
exceptional service by addressing user inquiries, resolving technical issues, and acting as an
application administrator. The Specialist collaborates with program staff, affiliated agencies, and
stakeholders—such as judges, attorneys, and other professionals—to deliver seamless service and
maintain accurate workflows.
Key Duties and Responsibilities
• Respond to customer inquiries about AOC-supported products, guide users in product
functionality, troubleshoot issues, and provide accurate information.
• Provides telephone, email, and occasional in-person support while minimizing customer
wait time in accordance with Division service level agreements.
• Records and tracks customer interactions in the service tracking system, ensuring accurate
documentation and notifying Division management of technical or administrative
concerns.
• Collects and records payments, completes deposit documentation, and coordinates with
the Fiscal Department to reconcile payments and resolve discrepancies.
• Reviews and enters data related to certification and registration, confirming and approving
profiles, questionnaires, certification events, continuing education, and payment
information per established business rules.
• Monitors and manages automated and manual email communications to assist users in
completing registration and certification processes and regularly checks dashboards and
tools to identify user needs and statuses.
Minimum Qualifications
• High school diploma or GED with at least six months of customer service experience.
• Proficiency in the Microsoft Office suite.
• Experience in using and troubleshooting web-based applications or software systems.
• Possession of a valid Georgia Driver’s License and ability to operate an automobile.
• Ability to satisfactorily complete a criminal background check.
