Customer Excellence Specialist

Who we are

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