Call Center Specialist II

Posting number: 191227

Department: Judicial Branch

Division: Information Technology

Job classification: Unclassified

Posting type: Open

Categories: Administrative Assistant

Summary
This is a junior level position in the SCJB Information Technology CMS 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.  In a high volume call center setting, provides in-depth, technical and procedural support to users of the SC Electronic Filing system (E-Filing), Attorney Information System (AIS), Statewide Case and Jury Management System (CMS).

Essential Duties and Responsibilities of the Position 
Serves as junior level Call Center Specialist II (CCSII) in the CMS Call Center. Independently responds to and resolves complex issues submitted to the CMS Call Center. Provides assistance to CCS-I staff on issues escalated to higher level CCS staff for response and resolution.     

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.  Communicates follow-up and resolution information back to customers who have submitted issues to the Call Center. Assists with keeping Call Center knowledge base up-to-date by documenting relevant changes to its content for use by Call Center staff.     

Provides customer support for moderately complex questions related to items such as, but not limited to, internet browser, operating system and hardware issues for printers, scanners and credit card readers.  Troubleshoots and conducts research by interviewing customers and other Call Center employees to determine the cause of issue.   Remotely connects to end user's computer to demonstrate, train and assist users with procedures and fixes. Examples of dutiesAn associate degree and two (2) or more years work experience as a Call Center Specialist I; or a high school diploma and three (3) or more years work experience as a Call Center Specialist I or in South Carolina court operations at the Summary and/or Circuit Court level, in an attorney office, judicial office, or other offices of the court.

Experience working in a call center providing technical support or custom software application support. Working knowledge of the following: Microsoft Windows, Microsoft Office, Internet Explorer and other internet browsers, and SharePoint.
QualificationsThree (3) or more years work experience as a Call Center Specialist I or three (3) or more years work experience in South Carolina court operations at the Summary and/or Circuit Court level and one (1) or more years work experience in a call center providing technical support or custom software application support.

Knowledge, Skills, Abilities and Other Characteristics 
Knowledgeable and experienced in providing customer service by phone with exceptional customer service concepts and phone etiquette skills.

Experience with computer system operations, troubleshooting techniques and providing technical support.

Knowledge of court operations and business procedures at various court levels to include Summary and Circuit. Ability to communicate clearly and effectively, both orally and in writing.

Ability to grasp new concepts, functionality and terminology quickly. Ability to analyze, research, document, and prioritize most issues without assistance. Ability to manage priorities, time and assignments efficiently and effectively. Must be able to establish and maintain good working relationships with agency staff and end user community.     
Supplemental information

The South Carolina Judicial Branch offers an exceptional benefits package for FTE positions that include:

• Health, Dental, Vision, Long Term Disability, and Life Insurance for Employee, Spouse, and Children.
• State Retirement Plan and Deferred Compensation Programs (Temporary positions have option to enroll).
• 15 days paid annual (vacation) leave per year.
• 15 days paid sick leave per year.
• Option to designate 10 days of earned paid sick leave per year as family sick leave.
• 13 paid state holidays.
• Workers’ Compensation Benefits.