Primary Purpose:

• The Support Specialist I will provide Tier 1 customer support via the Global Help Desk ticketing system and telephone for staff at Region 10 and the educational community it serves. Monitors research, assists and resolves customer inquiries or issues relating to Region 10 provided services.

Education/Certifications:

• College degree is preferred. Industry experience will be considered in lieu of college.
• Current CompTIA A+ or IT certifications are preferred.

Special Knowledge/Skills:

• Strong commitment to customer service.
• Ability to share knowledge and a willingness to learn from other team members.
• Good communication skills - both written and verbal.
• Positive attitude and people-oriented.
• Attentive listener.
• Attention to detail.
• Documentation skills.
• Ability to multitask, prioritize, and manage time effectively.
• Ability to effectively handle complaints and provide appropriate solutions.
• An analytical mind with the ability to learn new technologies quickly.
• Ability to diagnose and solve technical problems.
• Capable of making professional judgments by considering client, peer, and internal staff needs and current and emerging technical and industry information.
• Demonstrate a high degree of self-motivation and initiative.
• Basic PC/Mac troubleshooting skills.

Responsibilities and Duties Common to all Region 10 ESC Employees:

• Ability to work on and enhance a team.
• Utilize time wisely for effective management of position responsibilities and to ensure timelines are met.
• Maintain punctuality in daily work times, appointments, and meetings.
• Maintain a positive, customer-friendly, and professional tone in all communication (i.e., email, written, and verbal).
• Participate as an influential team member contributing to center-wide strategic planning goals.
• Display proficient levels of technology applications and remain current in digital integration.
• Perform other duties as may be assigned by Region 10 Leadership.
• Prepare and organize resources, train, and collaborate with Region 10 personnel.
• Exhibit initiative in identifying problems and suggesting solutions positively.
• Exhibit good judgment and decision-making.
• Keep supervisor informed of program and district needs.
• Maintain up-to-date entries in Region 10 databases and accurate records for tracking and invoicing.
• Adhere to Center procedures, guidelines, and policies.

Specific Responsibilities and Duties for the Support Specialist I

• Provide support via help desk ticketing system and telephone for internal and external customer service, event, login, and password issues.
• Maintain up-to-date knowledge of current registration software to support internal office staff and consultants with calendar events and ticket escalation.
• Maintain appropriate use of formal training to enhance job performance.
• Resolve service problems by clarifying the customer issue, determining the cause of the problem, selecting, and explaining the best solution, expediting assistance or adjustment, and following up to ensure resolution.
• Manage a large volume of incoming calls and support tickets.
• Identify and assess customer needs to achieve customer satisfaction.
• Interact warmly and receptively with customers and team members.

Other Duties

• The Global Help Desk Manager may assign other duties as needed.

• Support/Help Desk resolution.
• Minimum of six (6) months’ experience in customer service.

Accountability:

• The Support Specialist shall be directly accountable to the Global Help Desk Manager or their designee.