|The Imagination Station Inc DBA Istation is based in Dallas Texas We are a proven industry leader and stillgrowing company with a longterm commitment to elevating the standards of US education We offer a creative casual work environment a corporate culture that encourages individuality and innovation and competitive health benefits and compensation Job Purpose The Customer Support Specialist will maintain data and statistics for reporting purposes and will be responsible for resolving routine and complex customer service requests from clients which includes proper screening of calls and processing written requests using established guidelines appropriate review and assignment of requests and timely communication of updates or resolution Position Objectives Provide multiple levels of support for frontline support of products Maintain customer satisfaction by ensuring all customer service requests are resolved effectively and efficiently Essential Duties Responsibilities Promptly answer telephone calls and customer service requests (web formsemail) Assume ownership of issues received Assign issue to appropriate staff members while maintaining action plan for client Log all customer issues in designated database Provide detailed and accurate notes for all related activities needed to resolve request Promptly refer issues to other departments as needed using established escalation procedures Ensure that all customer service requests are resolved completely and to the customers satisfaction Communicate updates and resolutions to clients in a timely manner Follow established policies and procedures regarding problem resolution Refer problem issues to appropriate team members Educate customers on Istation products and services Answer any softwareproduct related questions from customers and internal staff Implementation and set up of clients of varying levels to include schools districts andor statewide implementations Customer maintenance support in both technical and nontechnical nature Analytical troubleshooting and solving technical service requests Provide feedback to manager on client relationships Receive and respond to all communications from manager Complete any and all projects as assigned by manager Internal Responsibilities Adheres to all company policies and procedures including but not limited to those identified within the Standards of Business Conduct and the Employee Handbook as may be amended from time to time Adheres to all applicable laws and regulations and the companys governancecompliance program Responsible for reporting violations of the companys policies and procedures Standards of Business Conduct governance program laws and regulations through the processes that may be available at the time of the violation Assists with internal control failure remediation efforts Becomes knowledgeable of internal control responsibilities through training and instruction Responsible and accountable for internal control performance within their area of responsibility Participates in the internal controls selfassessment process Ensures concerns with internal control design or performance and process changes that impact internal control execution are communicated to management JobFunctional Knowledge Understands duties and responsibilities has necessary functional and technical knowledge for task completion keep job knowledge current applies knowledge and skills that lead to success in the job Effectively applies background experience to current role Demonstrates a comprehensive knowledge of particular field Keeps informed of latest trends developments and best and current practices in particular field Customer Focus Builds customer confidence is committed to increasing customer satisfaction sets achievable customer expectations assumes responsibility for solving customer problems ensures commitments to customers are met and solicits opinions and ideas from customers This competency applies to both external and internal customers Uses firsthand customer feedback for improvements in products and services Establishes and maintains effective relationships with customers and gains their trust and respect Exceptionally responsive to customer needs and requests Culture Fit Demonstrates integrity and ethics in daytoday tasks and decision making adheres to Istations core values of compassion commitment character and confidence operates effectively in the Istation environment and the environment of the work group maintains a focus on selfdevelopment and seeks out continuous feedback and learning opportunities Sincerely passionate for and committed to the mission of Istation Exhibits integrity in all actions and communication Works well autonomously while acting as a teamplayer Demonstrates a vested interest in selfdevelopment Interpersonal Skills Communicates well both verbally and in writing has good listening skills builds strong relationships is flexibleopenminded negotiates effectively solicits performance feedback and handles constructive criticism Able to take complicated or complex information and present it in a clear concise and logical manner Presents with an approachable style and makes the effort to put others at ease Uses diplomacy and tact in dealing with others Relates well to all types of people up down and across the organization Task Management Prioritize well manages time effectively shows energy and a sense of urgency reacts to opportunities instills urgency in others and meets deadlines Values time and uses it effectively Applies the appropriate amount of focus to complete tasks accurately and on time Accurately scopes out length and difficulty of task and projects Sets objectives and goals breaks down work into process steps and develops schedules to outline those steps Problem SolvingAnalysis Breaks down problems into smaller components understands underlying issues can simplify and process complex issues and understands the difference between critical details and unimportant facts Probes all potential sources for answers Uses logic and methods to solve difficult problems with effective solutions Searches until appropriate solutions are found and implemented AdaptabilityFlexibility Adapts to change is open to new ideas takes on new responsibilities handles pressure and adjusts plans to meet changing needs Demonstrates comfort with uncertainty and takes necessary risk when outcomes are unknown Adapts personal work style to achieve team objectives Quality Perspective Uses a systematic approach to continuously look for improvements monitors quality levels finds root cause of quality problems ownsacts on quality problems Gathers all relevant datainformation to approach quality issues that surface Experiments and will try anything to find quality solutions Provides a quality of work that is consistently high|
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