Customer Excellence Specialist
Req number:
R7523
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 experience resolving IT service disruptions while delivering an exceptional customer experience and are looking for your next career move, apply now.
Job Description
We are looking for a Customer Excellence Specialist to provide onsite IT service and end-user support to assigned schools within CMSD. This position will be a full-time contract and onsite role in Cleveland, Ohio, working Monday?Friday, 8:00 AM?4:00 PM EST.
What You?ll Do
Provide onsite IT end-user support to assigned schools
Interact with customers via telephone, email, and in person to diagnose and resolve technical issues
Log, categorize, prioritize, escalate, and resolve IT service requests and incidents
Apply IT support best practices (ITIL, MOF, HDI) when resolving issues
Escalate unresolved issues with detailed supporting documentation
Communicate trends, recurring issues, significant problems, and delays to peers and management
Deliver excellent customer service and exceed customer expectations
Ensure accurate documentation and proper closure of all tickets
Recommend process and procedure improvements
Maintain and expand knowledge of technical procedures, products, and services
Demonstrate strong knowledge of customer-specific applications and hardware
Meet and understand Service Level Agreements (SLAs) and their business impact
Support technical training initiatives as needed
Assist with the evaluation and implementation of new tools and processes
Anticipate, plan, and prioritize work in a dynamic environment
Work independently with minimal supervision
What You'll Need
Required:
3?5 years of experience in a Service Desk or technical support role
1+ year of professional customer service experience
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 written and verbal communication skills
Strong attention to detail
Solution-driven mindset
Preferred:
Experience supporting network printers
A+ Certification or other relevant IT certifications
Basic MDM administration experience (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 or .
$40,000 - $45,000 per year
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 may also be entitled to paid sick leave and/or other paid time off as provided by applicable law.
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