Contract | Phoenix, AZ
SUNSOFT ONLINE
Status: Closed
Posted On: Sep 18 2019
 Applied

Description

Imagine being part of a world-class educational experience for hundreds of thousands of K-12 students, teachers, parents, and school staff in Arizona. The Arizona Department of Education is looking for a Customer Care Specialist and you can contribute to our success by first point of contact with customer, managing, and taking ownership with request until resolved and creating a seamless customer support experience.

POSITION SUMMARYThe Customer Care Specialist provides exceptional customer service while processing requests and providing some technical support to end users for a variety of web-based Arizona Department of Education applications and general requests.

RESPONSIBILITIES•    Responds to specific needs of families, teachers and administrators and complex customer inquiries via phone and email•    Provides one-to-one training to end users regarding systems functionality to audiences with varying levels of technical experience•    Answers general “how-to” questions for a variety of ADE applications, such as password support •    Updates and maintains logs of customer inquiries within ADE systems•    Performs other duties as assigned 

REQUIREMENTS•    Demonstrate ability to use discretion and make sound decisions•    Ability to excel in a collaborative team environment and adapt to last minute changes•    Ability to work with a minimal amount of direction while being proactive in keeping their management informed of project related issues•    Ability to work under pressure and handle dissatisfied customers with professionalism•    Ability to respectfully share ideas and points of view with team members and leadership•    Ability and willingness to follow prescribed standard operating procedures and processes•    Proven strong problem-solving skills, troubleshooting, and root cause analysis•    Excellent written and verbal communication skills•    Strong aspiration to learn new technologies•    Proven strong relationship-building and communication skills with team members and business users•    Minimum of 1 year call center and ticketing system experience is required•    Associate or Bachelor’s degree in information technology, education, or related is preferred•    Knowledge of the Arizona K-12 school system is preferred•    Working knowledge of student information systems and project management software preferred•    Ability to maintain confidentiality is required

 Applied
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