Hotline Support Specialist

Chicago Public Schools•Chicago, IL

About The Position

Chicago Public Schools (CPS) is seeking a Hotline Support Specialist to provide support to stakeholders using the GoCPS application process. This part-time, temporary role, reporting to the Director of OAE, involves collaborating with the Office of Access and Enrollment (OAE) team on administrative tasks and providing technical support to parents, school staff, and a vendor call center. The position is compensated hourly and requires a commitment of up to 30 hours per week. As a temporary/part-time position, it is not benefit-eligible.

Requirements

High school diploma or GED equivalent required
Minimum of three (3) years of professional experience in a call center/customer support environment
Experience with data entry and managing multiple tasks in a fast-paced environment, required
Ability to effectively communicate over the phone, present information to callers, and respond to questions from parents and school staff in a timely manner.
Interpersonal skills and the ability to work with a wide range of people, including children, parents, and CPS staff.
Ability to communicate effectively, both verbally and in writing with management.
Demonstrate computer proficiency, spreadsheet, and database software.
Ability to use a range of technology, including but not limited to Microsoft Office, Google Suite.
Ability to work independently as well as function effectively and collaboratively in a team environment.
Excellent organizational skills and ability to effectively multi-task.
Ability to define problems, analyze data, and outline valid conclusions and action steps
Refer all complaints that are within scope to the appropriate team for follow up
Must be a resident of Illinois.

Nice To Haves

Associate’s degree from an accredited college or university preferred
Experience with or knowledge of the GoCPS application process preferred
Bilingual English/Spanish, English/Mandarin, English/Polish, English/Arabic

Responsibilities

Performs primary help desk/call center duties
Provides support to internal and external users with GoCPS Application related issues.
Works as part of a team to provide support and customer service to GoCPS Stakeholders through multiple channels, including email requests and phone calls received on CPS mainlines.
Provides support to users regarding password resets and retrievals.
Works with a multi-queue phone software system and ticketing system to answer calls and document support provided
Provide informational updates to GoCPS Stakeholders.
Provide administrative and office support on special projects as assigned
Refer all complaints that are within scope to the appropriate team for follow up.
Refer any complaints that are out of scope to the appropriate department or District resources
Perform other related duties as assigned.