paktaya.blogg.se - Callcenter specialist

Callcenter specialist software#

Callcenter specialist software#

Experience working in a call center providing technical support or custom software application support.Two or more years knowledge/work experience in South Carolina court operations at the Summary and/or Circuit court level or experience in an attorney's office, judicial office, or other legal setting.Position may require sitting for prolonged periods of time.Must be able to establish and maintain good working relationships with agency staff and end user community and.Manage priorities, time and assignments efficiently and effectively.

Analyze, research, document and prioritize issues with limited assistance.

Grasp new concepts, functionality and terminology quickly.

Communicate clearly and effectively, both orally and in writing.

Experience with customer service and phone etiquette concepts, computer system operations, troubleshooting techniques, and providing technical support.

Remains current and knowledgeable on the SCJB E-Filing system, AIS and CMS applications by monitoring release notes and other application documentation. Assists with keeping Call Center knowledgebase up-to-date by making changes to the content. Communicates follow-up and resolution information back to customers who have submitted issues to the Call Center. Utilizes agency Call Tracking software to monitor outstanding Call Center issues awaiting customer response, enters and updates support issues received by the Call Center, and documents all actions taken to remedy the issues. Escalates complex issues to a senior call center team member or another department. Troubleshoots and conducts research by interviewing customers to determine the cause of issue. Provides customer support for routine questions related to items such as, but not limited to, internet browser, operating system and hardware issues for printers, scanners and credit card readers.

Provides customer support for the SCJB E-Filing, AIS and CMS Systems to include navigating and uploading documents to the SCJB E-Filing system, resetting passwords for AIS customers and user maintenance for the CMS System. Must be able to demonstrate the application of learned subject matter. Participates in and successfully completes the Call Center Specialist I Training Plan/Skill Path, to include, but not limited to customer service, Call Center Tracking Software, SCJB filer’s interface components of the SCJB E-Filing, AIS, and CMS Systems, and troubleshooting basic printer/hardware issues. Under the guidance of more senior-level CMS Call Center (Call Center) staff, serves as the first point of contact for customers contacting the Call Center for assistance with the SCJB E-Filing, AIS and CMS Systems. Other duties may be required and assigned. This job bulletin represents general duties for this position and is not intended to be construed as exclusive or all-inclusive. In a high volume call center setting, assists callers with basic questions related to the SCJB Electronic Filing System, Attorney Information System (AIS) and Statewide Case Management System (CMS).ĮSSENTIAL DUTIES AND RESPONSIBILITIES OF THE POSITION The Call Center Specialist I is an entry level position in the SCJB Information Technology Call Center that provides assistance to users of the statewide technology services developed by the Judicial Branch to support the South Carolina Unified State Court System. The South Carolina Judicial Branch invites applications for Call Center Specialist I in Information Technology, Applications Support.