Customer Excellence Specialist

Customer Excellence Specialist

R7523

Full time

Onsite

Who we are

CAI is a global services firm with over 9,000 associates worldwide and a yearly revenue of $1.3 billion+. We have over 40 years of excellence in uniting talent and technology to power the possible for our clients, colleagues, and communities. As a privately held company, we have the freedom and focus to do what is right—whatever it takes. Our tailor-made solutions create lasting results across the public and commercial sectors, and we are trailblazers in bringing neurodiversity to the enterprise.

Job Summary

We are looking for a motivated Customer Excellence Specialist ready to take us to the next level! If you have experience resolving IT service disruptions while delivering an exceptional customer experience and are looking for your next career move, apply now.

We are looking for a Customer Excellence Specialist to provide onsite IT service and end-user support to assigned schools within CMSD. This position will be a full-time contract and onsite role in Cleveland, Ohio, working Monday–Friday, 8:00 AM–4:00 PM EST.

What You’ll Do

• Provide onsite IT end-user support to assigned schools

• Interact with customers via telephone, email, and in person to diagnose and resolve technical issues

• Log, categorize, prioritize, escalate, and resolve IT service requests and incidents

• Apply IT support best practices (ITIL, MOF, HDI) when resolving issues

• Escalate unresolved issues with detailed supporting documentation

• Communicate trends, recurring issues, significant problems, and delays to peers and management

• Deliver excellent customer service and exceed customer expectations

• Ensure accurate documentation and proper closure of all tickets

• Recommend process and procedure improvements

• Maintain and expand knowledge of technical procedures, products, and services

• Demonstrate strong knowledge of customer-specific applications and hardware

• Meet and understand Service Level Agreements (SLAs) and their business impact

• Support technical training initiatives as needed

• Assist with the evaluation and implementation of new tools and processes

• Anticipate, plan, and prioritize work in a dynamic environment

• Work independently with minimal supervision

What You'll Need

Required:

• 3–5 years of experience in a Service Desk or technical support role

• 1+ year of professional customer service experience

• Degree in Information Systems, Computer Science (preferred) or equivalent experience

• Strong troubleshooting and documentation skills

• Active Directory experience

• Desktop and laptop hardware support experience

• Proficient knowledge of Microsoft desktop operating systems

• Excellent written and verbal communication skills

• Strong attention to detail

• Solution-driven mindset

Preferred:

• Experience supporting network printers

• A+ Certification or other relevant IT certifications

• Basic MDM administration experience (Chrome, Clever, Jamf, Intune)

Physical Demands

• Ability to safely and successfully perform the essential job functions consistent with the ADA and other federal, state and local standards

• Sedentary work that involves sitting or remaining stationary most of the time with occasional need to move around the office to attend meetings, etc.

• Ability to conduct repetitive tasks on a computer, utilizing a mouse, keyboard, and monitor

Reasonable accommodation statement

If you require a reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employment selection process, please direct your inquiries to [email protected] or (888) 824 – 8111.

$40,000 - $45,000 per year

The pay range for this position is listed above. Exact compensation may vary based on several factors, including location, experience, and education. Benefit packages include medical, dental, and vision insurance, as well as 401k retirement account access. Employees in this role may also be entitled to paid sick leave and/or other paid time off as provided by applicable law.