Customer Excellence Specialist

Req number:

Employment type:

Worksite flexibility:

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

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. 
 

What You'll Do

• 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

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 

• 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: 

• 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 [email protected] or (888) 824 – 8111.

EEO Statement

It is the policy of Computer Aid, Inc.(CAI) not to discriminate against any employee or applicant for employment because of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or because he or she is a protected veteran. It is also the policy of CAI to take affirmative action to employ and to advance in employment, all persons regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or protected veteran status, and to base all employment decisions only on valid job requirements. This policy shall apply to all employment actions, including but not limited to recruitment, hiring, upgrading, promotion, transfer, demotion, layoff, recall, termination, rates of pay or other forms of compensation and selection for training, including apprenticeship, at all levels of employment.

Employees and applicants of CAI will not be subject to harassment on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or because he or she is a protected veteran. Additionally, retaliation, including intimidation, threats, or coercion, because an employee or applicant has objected to discrimination, engaged or may engage in filing a complaint, assisted in a review, investigation, or hearing or have otherwise sought to obtain their legal rights under any Federal, State, or local EEO law is prohibited.

The pay range for this position is listed above. Exact compensation may vary based on several factors, including location, experience, and education. Benefit packages include medical, dental, and vision insurance, as well as 401k retirement account access. Employees in this role receive paid time off and may also be entitled to paid sick leave and/or other paid time off as provided by applicable law.