Customer Excellence Specialist

Customer Excellence Specialist

Req number:

R8366

Employment type:

Full time

Worksite flexibility:

Onsite

Who we are

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 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 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

• The Customer Excellence Specialist will provide IT end-user support including: 

• 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

• 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: 

• 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-emplo