Customer Service Support Specialist - Onsite

Summary :

The Customer Service Support Specialist position serves as the 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 policy, personal computers, and networks as they relate 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 NON-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 appropriate resources any recurring / critical client issue received
• Write, edit, and proof project documentation, email, and Knowledge articles
• Knowledgeable about assigned Clients, service offerings, policies / standards, and processes

Preferred Qualifications :

Essential Job Requirements :

Physical Requirements :

The Employer retains the right to change or assign other duties to this position.