Customer Excellence Specialist

CAI • Cleveland, OH

1d • Onsite

About The Position

CAI is a global services firm with over 9,000 associates worldwide and yearly revenue of more than $1.3 billion. The Customer Excellence Specialist provides IT service and support to assigned schools and serves as the face of the Department of Information Technology. This is a full-time, onsite position in Cleveland, Ohio, with a schedule of 8 AM–4 PM EST, Monday through Friday.

The specialist handles IT service disruptions by logging, categorizing, prioritizing, escalating, and resolving issues while providing excellent customer service. The role also provides end-user support through telephone, email, and one-on-one interactions, performs diagnostics, documents and closes service records, and supports technical procedures, products, and services. The specialist works independently, keeps peers and management informed, helps improve procedures and tools, and meets account and team service-level objectives.

The work takes place in a normal office environment. Some travel may be required for training or meetings. The role involves sedentary work, occasional movement around the office, and repetitive computer use.

Requirements

• 3–5 years of experience in a Service Desk or technical support role.
• At least 1 year of customer service experience in a professional industry.
• Degree in Information Systems or Computer Science, or equivalent experience; the degree is preferred.
• Strong troubleshooting and documentation skills.
• Experience supporting desktop and laptop hardware.
• Proficient knowledge of Microsoft Desktop Operating Systems.
• Excellent customer service skills.
• Strong attention to detail and strong written and oral communication skills.
• Detail-oriented and solution-driven.

Nice To Haves

• Experience with network printers.
• A+ Certification or other relevant certifications.
• Basic MDM administration experience with Chrome, Clever, Jamf, or Intune.

Responsibilities

• Provide IT service and support to assigned schools and represent the Department of Information Technology.
• Log, categorize, prioritize, escalate, and resolve IT service disruptions.
• Respond to customer feedback and exceed customer expectations when resolving service disruptions.
• Provide end-user support by telephone, email, and one-on-one, including diagnosing and resolving technical problems.
• Escalate unresolved issues to the next level of support with supporting documentation.
• Keep peers and management informed of trends, significant problems, and unexpected delays.
• Record, document, and close service records properly.
• Recommend procedure modifications or improvements.
• Maintain and expand knowledge of technical procedures, products, and services.
• Demonstrate advanced knowledge of supported customer-specific applications and hardware.
• Meet account and team Service Level Agreements/Objectives and understand their business impact.
• Ensure technical support training is provided in a timely manner.
• Assist with evaluation and timely implementation of new tools and processes.
• Anticipate, plan, and prioritize work as workload levels vary.
• Work independently without supervision.

Benefits

• Medical insurance
• Dental insurance
• Vision insurance
• Access to a 401(k) retirement account
• Paid time off
• May be entitled to paid sick leave and/or other paid time off as provided by applicable law

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree