Customer Service Support Specialist - Onsite

Customer Service Support Specialist - Onsite

DRC is one of the largest educational assessment and curriculum/instruction companies in the industry. Summary: The Customer Service Support Specialist position serves as a first technical point of contact for DRC Clients. This position is responsible for providing professional, high-level customer service by delivering technical information/instruction, and resolving issues related to test administration, reports, client-specific testing policies, personal computers, and networks as they pertain to DRC's applications. This position serves as a positive influence in a rapidly changing environment. Essential Position Responsibilities:

• Receive, respond to, and resolve inbound client contacts on DRC products, including technical issues as needed
• Manage unresolved incidents utilizing appropriate resources within required timelines
• Performs and maintains acceptable performance levels as measured against the following metrics: client hold time, call lengths, call volumes, call quality, and overall customer satisfaction
• Required to achieve several certifications throughout training and contract duration
• Coordinate internal resources as necessary to ensure effective resolution
• Document and communicate to the appropriate resource any recurring/critical client issue received
• Write, edit, and proof project documentation, email, and knowledge articles
• Knowledgeable about assigned client, service offerings, policies/standards, and processes

Preferred Qualifications:

• High school diploma/GED equivalent; associate's degree preferred
• 1-3 years of technical support experience in a non-scripted inbound customer contact center
• Exceptional verbal and written communication skills
• Strong problem-solving and analytical skills
• Strong time management skills
• Demonstrated interpersonal and teamwork skills
• Proven technical skills with a strong familiarity with Microsoft Office Suite

Essential Job Requirements:

• Report to work promptly when scheduled and adhere to DRC temporary agent conduct and behavior expectations
• Be able to work under supervision and incorporate feedback to improve performance
• Relate effectively and work respectfully with diverse work groups
• Ability to consistently perform well during times of increased workload
• Manage multiple job functions simultaneously
• Other duties as needed

Physical Requirements:

• Ability to sit and/or stand for up to 8-hour periods of time
• Ability to look at a computer monitor, utilize a keyboard and/or mouse for up to 8 hours per day
• Ability to lift up to 15 pounds as necessary

DRC offers a comprehensive benefits program that allows employees to make choices that best meet their current and future needs. We offer many benefits, including medical, wellness, dental, and vision insurance, a 401(k), flexible spending and health savings accounts, short and long-term disability insurance, and life insurance. DRC also offers a generous paid time off policy and community service leave.

Data Recognition Corporation is an Affirmative Action/Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.