Customer Excellence Specialist

CAI•Cleveland, OH

4d•Onsite

About The Position

We are looking for a motivated Customer Excellence Specialist ready to take us to the next level! If you have 3-5 years’ experience in a Service Desk or technical support role and are looking for your next career move, apply now. We are looking for a Customer Excellence Specialist to provide IT service and support to assigned schools. This position will be full-time contract and onsite in Cleveland, OH. The successful candidate will work an 8 AM – 4 PM EST, Monday – Friday.

Requirements

3-5 years’ experience in a Service Desk or technical support role
1+ years’ of customer service experience in a professional industry
Degree in Information Systems, Computer Science (Preferred) or equivalent experience
Strong troubleshooting and documentation skills
Active Directory Experience
Desktop and Laptop hardware support experience
Proficient knowledge of Microsoft Desktop Operating Systems
Excellent customer service skills
Strong attention to detail and strong communication skills (both written and oral)
Detail oriented
Solution driven

Nice To Haves

Experience with network printers
A+ Certification or other relevant certifications
Basic MDM Administration (Chrome, Clever, Jamf, Intune)

Responsibilities

Provides IT service and support to assigned schools within and is the face of the Department of Information Technology (DoIT)
Logs, categorizes, prioritizes, escalates, and resolves IT service disruptions in their assigned schools while providing excellent customer service
Listens to customer feedback and exceeds customer expectations when responding to service disruptions
Interact via telephone, e-mail and one on one with customers to perform diagnostics and resolve technical problems
Has knowledge and experience of commonly used concepts, practices, and procedures within the IT support industry (ITIL, MOF, HDI best practices)
Properly escalate unresolved issues to the next level of support with strong supporting documentation
Keep peers and management informed of trends, significant problems, and unexpected delays
Utilize excellent customer service skills and exceed customers’ expectations
Ensure proper recording, documentation, and closure of all records
Recommend procedure modifications or improvements
Preserve and grow your knowledge of technical procedures, products, and services
Demonstrate advanced knowledge of supported customer-specific applications and hardware
Know and meet the account/team Service Level Agreements/Objectives and understand their effect on the business
Ensure technical support training is provided in a timely manner
Assist in evaluating and ensuring timely implementation of new tools and processes
Ability to anticipate, plan, and prioritize for varying workload levels
Ability to work independently without supervision