Customer & Systems Support Specialist

National Center For Construction Education & Research
Job Description
Job Type
Full-time
Description

Customer  and Systems Support Specialist responsibilities include resolving  customer queries, recommending solutions, and guiding customers through  system features and functionalities as well as required policies and  procedures.  To be successful in this role, you should be an excellent  communicator who’s able to provide high-quality customer support and training.

 

1) Provide training and support services for the NCCER Registry and testing systems

• Lead and participate in delivering online system training and conference calls

• Work with manager to provide customer feedback and adjust training and support documentation as needed

• Identify customer needs and help customers use specific system features or processes and best practices for efficiency

• Capture and report system feature requests

• Develop and maintain customer training tools and resources

• Assist with online learning and video production

 

2) Provide customer support services

• Manage and prioritize customer support tickets/cases

• Respond to customer queries in a timely and accurate way, via phone and email

•  Respond and follow up with customers to ensure their questions and  issues are resolved within the established service level agreements  (SLAs)

• Maintain a high level of professionalism with clients and work to establish a positive rapport with every caller

• Update customer information in the CMS during and after each call

• Analyze and report Tier 2 issues as appropriate

• Escalate issues to management when needed

• Update and maintain department web pages

• Work with the management team to stay updated on system knowledge and be informed of any changes in company policies

 

3) Provide support for testing emergency calls

• Provide oversight of department call queue, ensuring continuous and appropriate coverage

• Provide evening phone coverage

• Triage and problem solve system issues and provide timely resolution

• Create and update customer support tickets/cases 

 

4) Support department team

• Collaborate with team members to achieve department and organizational goals

• Provide backup and support to department team members

 

5) Other duties as assigned

•  Accept additional tasks, duties and/or direction as assigned by manager.

Requirements
  • Able to work independently at multiple tasks
  • Able to quickly adapt to fast-paced environment and deadlines
  • Able to use multiple systems and programs simultaneously
  • Able to grasp technical concepts quickly and explain them to others
  • Able to prioritize and organize tasks•
  • Strong communication (written and verbal) and problem-solving skills
  • Strong organizational skills
  • Strong integrity
  • Superior time management
  • Patience when handling tough cases
  • Experience in using help desk software and remote support tools
  • Dependable attendance and performance
  • Experience with training and testing platforms and operations is a plus
  • Experience/knowledge of the construction industry is a plus
  • Must have dependable internet and phone access during evening hours
Contact Information