Call Center Specialist I

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 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.

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
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.

Salary : $44,503 - $55,628