Customer Excellence Specialist

Computer Aid; Ohio; On-site; USD 60,000 - 75,000; Full time

Job summary

Computer Aid is seeking a Customer Excellence Specialist to deliver IT service and support to assigned schools, serving as the primary DoIT face. The role is full-time and onsite in Cleveland, OH, with hours 8 AM–4 PM EST, Monday–Friday.

The ideal candidate has 3–5 years in a service desk or technical support role, solid customer service experience, and strong troubleshooting, documentation, and Windows OS skills. A degree in IS/CS or equivalent is preferred, along with related certifications.

Qualifications

• 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 and strong communication abilities.
• Detail oriented and solution driven.

Responsibilities

• Provide IT service and support to assigned schools as the face of the DoIT.
• Log, categorize, prioritize, escalate, and resolve IT service disruptions with strong documentation.
• Offer end-user support via phone, email, and in-person interactions.
• Escalate unresolved issues with recommended steps and maintain timely updates.
• Ensure proper recording, documentation, and closure of all records.
• Assist in implementing new tools and processes and maintain knowledge of supported applications and hardware.

Skills

Service desk experience

Customer service

Troubleshooting

Documentation

Communication skills

Independent work

Education

Bachelor's degree in Information Systems or Computer Science

Tools

Microsoft Windows OS

MDM administration

Job description

Customer Excellence Specialist

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.

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 escalates 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)

Work Environment

While performing the duties of this job, the employee is exposed to a normal office environment

Some travel may be required for training/meetings

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 [e-mail] 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,