Customer Service Support Specialist - Onsite

Summary: The Customer Service Support Specialist position serves as a first technical point of contact for DRC Clients. This position is responsible for providing professional, high-level customer service by delivering technical information/instruction, and resolving issues related to test administration, reports, client-specific testing policies, personal computers, and networks as they pertain to DRCs applications. This position serves as a positive influence in a rapidly changing environment. Essential Position Responsibilities: ? Receive, respond to, and resolve inbound Client contacts on DRC products, including technical issues as needed ? Manage unresolved incidents utilizing appropriate resources within required timelines ? Performs and maintains acceptable performance levels as measured against the following metrics: client hold time, call lengths, call volumes, call quality, and overall customer satisfaction ? Required to achieve several certifications throughout training and contract duration ? Coordinate internal resources as necessary to ensure effective resolution ? Document and communicate to the appropriate resource any recurring/critical client issue received ? Write, edit, and proof project documentation, email, and Knowledge articles ? Knowledgeable about assigned Client, service offerings, policies/standards, and processes Preferred Qualifications: ? High School Diploma/GED equivalent; Associate's degree preferred ? 1-3 years of technical support experience in a non-scripted inbound Customer Contact Center ? Exceptional verbal and written communication skills ? Strong problem-solving and analytical skills ? Strong time management skills ? Demonstrated interpersonal and teamwork skills ? Proven technical skills with a strong familiarity with Microsoft Office Suite Essential Job Requirements: ? Report to work promptly when scheduled and adhere to DRC temporary agent conduct and behavior expectations ? Be able to work under supervision and incorporate feedback to improve performance ? Relate effectively and work respectfully with diverse work groups ? Ability to consistently perform well during times of increased workload ? Manage multiple job functions simultaneously ? Other duties as needed Physical Requirements: ? Ability to sit and/or stand for up to 8-hour periods of time ? Ability to look at a computer monitor, utilize a keyboard and/or mouse for up to 8 hours per day ? Ability to lift up to 15 pounds as necessary The Employer retains the right to change or assign other duties to this position.

Created: 2026-03-04