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 The Employer retains the right to change or assign other duties to this position. 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. The salary range is a guideline. Compensation will be based on skills, knowledge, and experience. Data Recognition Corporation is an Affirmative Action/Equal Opportunity Employer, M/F/Disabled/Veteran

Data Recognition Corp

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