Customer Support Specialist III - Call Center

Customer Support Specialist III - Call Center
Baltimore City Public Schools
200 E. North Avenue
Baltimore, MD 21202

District Office - Position - Information Technology

Job Number 8600000514
Start Date
Open Date
Closing Date

Functioning at a proficient level of technical expertise supports end users and ensures appropriate problem recognition, research, isolation, resolution and follow-up steps.

Essential Functions

• Receives requests for computer related assistance from schools, departments and others, and responds to and diagnose problems through discussions with users.
• Answers inquiries by clarifying desired information; researching, locating, and providing information.
• Resolves inquiries by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions; escalating unresolved issues or concerns.
• Identifies request type and determines the appropriate course of action required for resolution.
• Resolves inquiries or refers requests to department contacts as needed. Follows up to ensure prompt resolution of outstanding inquiries.
• Maintains call center database.
• Performs restorative and maintenance actions either remotely or at the end user?s location to resolve problems, using basic troubleshooting and technical skills.
• Responds to situations where standard procedures have failed in isolating or fixing problem equipment or software installations, moves, and configuration changes.
• Enhances organization reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.
• Records accurate information for each request by identifying the customer?s defined needs, and resolves or escalates and logs the request.
• Dispatches and directs contract staff as required to resolve customer issues/concerns.
• Participates in training programs offered to enhance technical, interpersonal and communication skills and proficiency related to the projects to which assigned.
• Performs and promotes all activities in compliance with equal employment and nondiscrimination policies and contractual agreements; follows federal laws, state laws, school board policies and professional standards.

Maximum Salary 27.39
Minimum Salary 22.09
Desired Qualifications

• Associate?s degree in a closely related field and technical certification (s) and three years directly related experience or a high school graduate and five years directly related experience, to include customer service inquiries.
• Proficiency in technical computer applications including Microsoft Word, Excel, and Outlook.
• Skill in the use of multi-line telephone systems.
• Good oral and written communications skills.
• Ability to coach, mentor, and provide feedback to others.
• Ability to handle high call volume.
• Ability to use tact and exercise good judgment in interacting with the general public, school and central office personnel.
• Ability to actively listen to callers.
• Ability to use judgment and initiative to quickly and accurately identify and resolve problems.
• Ability to regularly reassess priorities and adjust to changing workload demands.
• Ability to enter data accurately using computer databases within limited time periods.
• Ability to establish and maintain working relationships with other departmental officials, associates, and employees.
• Must have complex problem solving skills.
• Must possess excellent cross-organizational knowledge.

Full time or Part time Full time
Additional Details Qualified candidates for the above position must submit the following:

• Completed online application
• Resume that clearly demonstrates the above minimum qualifications. It is important that you include all experiences and education related to the position to which you are applying.
• Must provide three (3) professional references to include: name, title, business address, e-mail address and phone number

Benefits -- This position is eligible for benefits. To review the available options please see the information relevant to the union for this position by viewing the following link: http://www.baltimorecityschools.org
Baltimore City Public Schools is an equal opportunity employer and encourages resumes from bi-lingual or multi-lingual candidates.
For information regarding this posting, please contact the Human Capital Office at 410-396-8885.
Baltimore City Public Schools does not discriminate in any aspect of employment on the basis of race, color, ancestry or national origin, religion, sex, sexual orientation, gender identity, gender expression, marital status, disability, veteran status, genetic information, or age. For inquiries regarding the nondiscrimination policies, please contact the Equal Employment Opportunity Manager, 200 E. North Avenue, Room 208, Baltimore, MD 21202; 410-396-8542 (phone); 410-396-2955 (fax).
This position is affiliated with the Paraprofessionals and School Related Personnel (PSRP) bargaining unit.