Customer Excellence Specialist

Customer Excellence SpecialistReq number:R7523Employment type:Full timeWorksite flexibility:OnsiteWho we areCAI 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 SummaryWe 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.Job DescriptionWe 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 DoProvide onsite IT end-user support to assigned schoolsInteract with customers via telephone, email, and in person to diagnose and resolve technical issuesLog, categorize, prioritize, escalate, and resolve IT service requests and incidentsApply IT support best practices (ITIL, MOF, HDI) when resolving issuesEscalate unresolved issues with detailed supporting documentationCommunicate trends, recurring issues, significant problems, and delays to peers and managementDeliver excellent customer service and exceed customer expectationsEnsure accurate documentation and proper closure of all ticketsRecommend process and procedure improvementsMaintain and expand knowledge of technical procedures, products, and servicesDemonstrate strong knowledge of customer-specific applications and hardwareMeet and understand Service Level Agreements (SLAs) and their business impactSupport technical training initiatives as neededAssist with the evaluation and implementation of new tools and processesAnticipate, plan, and prioritize work in a dynamic environmentWork independently with minimal supervisionWhat You'll NeedRequired:3–5 years of experience in a Service Desk or technical support role1+ year of professional customer service experienceDegree in Information Systems, Computer Science (preferred) or equivalent experienceStrong troubleshooting and documentation skillsActive Directory experienceDesktop and laptop hardware support experienceProficient knowledge of Microsoft desktop operating systemsExcellent written and verbal communication skillsStrong attention to detailSolution-driven mindsetPreferred:Experience supporting network printersA+ Certification or other relevant IT certificationsBasic MDM administration experience (Chrome, Clever, Jamf, Intune)Physical DemandsAbility to safely and successfully perform the essential job functions consistent with the ADA and other federal, state and local standardsSedentary 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 monitorReasonable accommodation statementIf 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 or (888) 824 – 8111.$40,000 - $45,000 per yearThe 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.

Created: 2026-04-15