Representative - Support Center

Katy ISD; Katy (TX); Presencial; USD 35.000 - 48.000; Jornada completa

Descripción de la vacante

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.

Formación

• 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

Responsabilidades

• 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

Conocimientos

Excellent customer service

Strong verbal and writtencommunication

Problem-solving

Telephone etiquette

Initiative and assertiveness

Project management

Educación

College hours, high school diploma or GED

Descripción del empleo

Representative - Support Center

Katy ISD TECHNOLOGY OPERATIONS - Katy, Texas Open in Google Maps

This job is also posted in Katy Independent School District

Job Details

Job ID: 5974833
Application Deadline: Nov 11, 2026 11:59 PM (Central Standard Time)
Posted: Yesterday

Starting Date: To Be Determined

Job Description

Reports To: Manager Technology Customer Services - Support

Duty Days: 238 Days

Wage/Hour Status: Non-Exempt

Pay Grade: AS05

Qualifications:

College hours, high school diploma or GED

Two years experience in a helpdesk or support center environment

A strong dedication to quality customer service and a working knowledge of enterprise-wide service delivery procedures

Strong verbal and written interpersonal and communication skills

Superior telephone etiquette and an ability to deal effectively with customers, vendors, peers, and management

Strong problem-solving skills and inherent decision making ability

Good initiative and assertiveness

Good project management skills and ability to organize work in an efficient manner in addition to the ability to work well under stress and time pressures

A good working knowledge of the day-to-day operating environment, available tools, operating techniques, and customer applications

Primary Purpose:

As directed by IT management, delivers quality customer service to TSC customers by providing them with a single point of contact to report problems or to make inquiries. Manages day-to-day service delivery problems and works on special projects as assigned.

Major Duties and Responsibilities:

• Ensures customer satisfaction by responding to calls to the TSC. Logs all customer questions and problems and tracks the same through to resolution.
• Acts as a customer advocate or liaison between customers and the technology department.
• Ensures timely escalation of customer problems by documenting the impact to the customer, by assigning an appropriate priority, and by routing the to the appropriate resolution target.
• Works to increase percentage of first call resolutions.
• Conducts first level problem determination using documented procedures and available tools. Records problem symptoms and status information in a timely fashion in an effort to communicate with and properly utilize the second and third level IT staff.
• Ensures problem resolution by maintaining an action plan for problem resolution, by initiating and tracking problem assignments to other IT resources, vendors, and so forth, and by keeping the customer updated on the status of problem resolution.
• Provide training for customers on Katy ISD systems, as needed.
• Initiates escalation as appropriate to ensure management awareness of problems that are severe in nature or have a high impact to the customer community.
• Works to market the support center at the single point of contact for all technology questions and issues.
• Builds team spirit by assisting and coaching other TSC staff members.

Equipment Used:

Personal computer, printer, copier, telephone and fax machine

Working Conditions:

Maintain emotional control under stress. Work with frequent interruptions. Repetitive hand motions.

The foregoing statements describe the general purpose and responsibilities assigned to this job and are not an exhaustive list of all responsibilities and duties that may be assigned or skills that may be required.

Position Type: Full-Time
Job Categories:

Support Staff > Computer Support

Job Requirements

• Citizenship, residency or work visa required

Contact Information

• Human Resources Department , Receptionist
• HUMAN RESOURCES
• Katy, Texas 77494
• Phone: [phone]
• Email: [e-mail]