Call Center Specialist I - State of South Carolina

The South Carolina Judicial Branch invites applications for Call Center Specialist I in Information Technology, Applications Support. 
 
The Call Center Specialist I is an entry level position in the SCJB Information Technology 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, assists callers with basic questions related to the SCJB Electronic Filing System, Attorney Information System (AIS) and Statewide Case Management System (CMS).

ESSENTIAL DUTIES AND RESPONSIBILITIES OF THE POSITION 
This job bulletin represents general duties for this position and is not intended to be construed as exclusive or all-inclusive. Other duties may be required and assigned. 
 

• Under the guidance of more senior-level CMS Call Center (Call Center) staff, serves as the first point of contact for customers contacting the Call Center for assistance with the SCJB E-Filing, AIS and CMS Systems.
• Participates in and successfully completes the Call Center Specialist I Training Plan/Skill Path, to include, but not limited to customer service, Call Center Tracking Software, SCJB filer’s interface components of the SCJB E-Filing, AIS, and CMS Systems, and troubleshooting basic printer/hardware issues.    Must be able to demonstrate the application of learned subject matter.
• Provides customer support for the SCJB E-Filing, AIS and CMS Systems to include navigating and uploading documents to the SCJB E-Filing system, resetting passwords for AIS customers and user maintenance for the CMS System.    Troubleshoots and conducts research by interviewing customers to determine the cause of issue.  Escalates complex issues to a senior call center team member or another department.
• Provides customer support for routine 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 to determine the cause of issue.  Escalates complex issues to a senior call center team member or another department.
• 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 knowledgebase up-to-date by making changes to the content.     
• Remains current and knowledgeable on the SCJB E-Filing system, AIS and CMS applications by monitoring release notes and other application documentation.     
• Performs all other duties as assigned.