• Job Description

  Req#: 621

  DRC is one of the largest educational assessment and curriculum/instruction companies in the industry.

  Summary:

  The Customer Service Support Specialist position serves as the first technical point of contact for DRC Clients. This position is responsible for providing professional, high-level Customer Service by delivering technical information/instruction and resolving issues related to test administration, reports, client-specific testing policy, personal computers, and networks as they relate to DRC’s applications. This position serves as a positive influence in a rapidly changing environment.

  
  Essential Position Responsibilities:

  ● Receive, respond to, and resolve inbound Client contacts on DRC products, including NON-Technical issues as needed

  ● Manage unresolved incidents utilizing appropriate resources within required timelines

  ● Performs and maintains acceptable performance levels as measured against the following metrics: client hold time, call lengths, call volumes, call quality, and overall customer satisfaction

  ● Required to achieve several certifications throughout training and contract duration

  ● Coordinate internal resources as necessary to ensure effective resolution

  ● Document and communicate to appropriate resources any recurring/critical client issue received

  ● Write, edit, and proof project documentation, email, and Knowledge articles

  ● Knowledgeable about assigned Clients, service offerings, policies/standards, and processes

  Preferred Qualifications:

  ● High School Diploma/GED equivalent; Associate degree preferred

  ● 1-3 years of technical support experience in a non-scripted inbound Customer Contact Center

  ● Exceptional verbal and written communication skills

  ● Strong problem-solving and analytical skills

  ● Strong time management skills

  ● Demonstrated interpersonal and teamwork skills

  ● Proven technical skills with a strong familiarity with Microsoft Office Suite

  Essential Job Requirements:

  ● Report to work promptly when scheduled and adhere to DRC temporary agent conduct and behavior expectations

  ● Be able to work under supervision and incorporate feedback to improve performance

  ● Relate effectively and work respectfully with diverse work groups

  ● Ability to consistently perform well during times of increased workload

  ● Manage multiple job functions simultaneously

  ● Other duties as needed

  Physical Requirements: ● Ability to sit and/or stand for up to 8-hour periods of time ● Ability to look at a computer monitor, and utilize a keyboard and/or mouse for up to 8 hours per day ● Ability to lift up to 15 pounds as necessary

  The Employer retains the right to change or assign other duties to this position.

  DRC offers a comprehensive benefits program that allows employees to make choices that best meet their current and future needs. We offer many benefits, including medical, wellness, dental, and vision insurance, a 401(k), flexible spending and health savings accounts, short and long-term disability insurance, and life insurance. DRC also offers a generous paid time off policy and community service leave.
  
  
  

  Data Recognition Corporation is an Affirmative Action/Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

  
  The salary range is a guideline. Compensation will be based on skills, knowledge, and experience.

  
  
  

• About the company

  DRC’s three business units – Document, Education and Surveys – provide services to state departments of education, medium to large-sized global businesses, and the United States government. DRC delivers high-quality products and services that benefit...

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