IT Customer Service

Provide information, assistance, and resources to constituents via phone and electronic means (email, Helpdesk, etc.) on topics pertaining to the Tutoring Program and other academic programs
Answer questions and resolve issues related to ADE constituent concerns.
Perform extensive first level problem resolution for constituents.
Escalate issues as appropriate. Located at the agency's South campus and on the same floor and area as executive leadership, this position will be part of a standard office environment and will be 100% on-site, where expected dress-code is business and business-casual (no jeans).

Skills Required:

This is a full-time in-office position and requires candidate to be in -office Monday through Friday, from 8AM through 5PM, except State holidays.
Computer: High-level of PC proficiency and familiarity with a call center environment

Must be competent with Microsoft Office suite (Outlook, Excel/Word/PPT, Teams, etc.)
Multi-monitors Phone: Conference (multi-line) phone lines

Customer Service: Knowledge of customer service principles and practices.
Proper phone and Email Etiquette.
Knowledge to identify and escalate situations requiring management attention.
Knowledge to advise constituent of resolution and/or appropriate action(s), thorough understanding of issue triage and documentation, thorough understanding of level 1 support and escalation procedures. Communication: Excellent business-professional verbal, interpersonal, and written communication skills, including active listening. Office skills: Proper organizing and multitasking.
Efficient communication with high-level individuals.
Attention to detail in verbal and written work.
Effective listening skills
Knowledge of customer service confidentiality

Other: Ability to move from task to task amid interruptions while maintaining a high level of accuracy
Ability to follow-up and keep track of delegated tasks.
Ability to understand and follow documented procedures.
Ability to work effectively as a member of a support team.

Job Type: Contract

Pay: $15.00 - $16.00 per hour

Expected hours: 40 per week

Benefits:

• Paid time off

Experience level:

• 2 years

Schedule:

• Monday to Friday

Education:

• High school or equivalent (Required)

Experience:

• Desktop support: 2 years (Required)
• Customer service: 2 years (Required)
• Phone: CISCO Finesse and CISCO Jabber multi-line: 2 years (Required)

Language:

• Spanish (Required)

Work Location: On the road