IT Support Center Advocate

Katy ISD; Katy (TX); On-site; USD 35,000 - 48,000; Full time

Job summary

Katy ISD Technology Operations in Katy, Texas is hiring a Representative for the Support Center. This role reports to the Manager Technology Customer Services and focuses on delivering quality customer service for TSC customers by providing a single point of contact to report problems or inquiries.

Key duties include logging and tracking issues, coordinating with IT teams, and helping customers with Katy ISD systems.

Qualifications

• Two years experience in a helpdesk or support center environment
• Strong verbal and written interpersonal and communication skills
• Superior telephone etiquette and ability to deal effectively with customers, vendors, peers, and management
• Strong problem-solving skills and decision-making abilities
• Good initiative and assertiveness
• Good project management skills and ability to work under stress

Responsibilities

• Respond to calls and logs; track issues through to resolution
• Act as customer advocate between customers and technology department
• Escalate problems with priority and route to resolution targets
• Increase first call resolution percentage
• Perform first level problem determination using documented procedures
• Document symptoms and status timely for second/third level staff
• Maintain an action plan and coordinate with IT resources
• Provide training for customers on Katy ISD systems
• Escalate severe problems to management when needed
• Market the support center as the single point of contact

Skills

Excellent customer service

Strong verbal and writtencommunication

Problem-solving

Telephone etiquette

Initiative and assertiveness

Project management

Education

College hours, high school diploma or GED

Job description

Katy ISD Technology Operations in Katy, Texas is hiring a Representative for the Support Center. This role reports to the Manager Technology Customer Services and focuses on delivering quality customer service for TSC customers by providing a single point of contact to report problems or inquiries.

Key duties include logging and tracking issues, coordinating with IT teams, and helping customers with Katy ISD systems.