Customer Excellence Specialist
Req number:
R7737
Employment type:
Full time
Worksite flexibility:
Onsite
CAI is a global services firm with over 9,000 associates worldwide and a yearly revenue of $1.3 billion+. We have over 40 years of excellence in uniting talent and technology to power the possible for our clients, colleagues, and communities. As a privately held company, we have the freedom and focus to do what is right—whatever it takes. Our tailor-made solutions create lasting results across the public and commercial sectors, and we are trailblazers in bringing neurodiversity to the enterprise.
Job Summary
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.
Job Description
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.
What You'll Do
The Customer Excellence Specialist provides IT service and support to assigned schools within and is the face of the Department of Information Technology (DoIT)
The Customer Excellence Specialist logs, categorizes, prioritizes, escalates, and resolves IT service disruptions in their assigned schools while providing excellent customer service
The successful Customer Excellence Specialist 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
What You'll Need
Required:
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
Preferred:
D Experience with network printers
A+ Certification or other relevant certifications
Basic MDM Administration (Chrome, Clever, Jamf, Intune)
Physical Demands
Ability to safely and successfully perform the essential job functions consistent with the ADA and other federal, state and local standards.
Sedentary work that involves sitting or remaining stationary most of the time with occasional need to move around the office to attend meetings, etc.
Ability to conduct repetitive tasks on a computer, utilizing a mouse, keyboard, and monitor
Reasonable accommodation statement
If you require a reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employment selection process, please direct your inquiries to application.accommodations@cai.io or (888) 824 – 8111.
The pay range for this position is listed above. Exact compensation may vary based on several factors, including location, experience, and education. Benefit packages include medical, dental, and vision insurance, as well as 401k retirement account access. Employees in this role receive paid time off and may also be entitled to paid sick leave and/or other paid time off as provided by applicable law.