Customer Excellence Specialist

About the role

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.

Responsibilities

• 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

Requirements

• 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.
• EEO Statement

Benefits

Additional Information

Customer Excellence Specialist Req number: R7883 Employment type: Full time Worksite flexibility: Onsite

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