ATP Support Specialist

Role: ATP Support Specialist (Resource)-1306

Estimated Duration: 6+ months

Location: Phoenix, AZ

Position Description

The purpose of this position is to provide support to the Achievement Tutoring Program (ATP) constituents, including education administrators and staff, community members, education partners, and the families of Arizona students. This customer service position will report to a call center unit with high volume contact with the public and with tasks that frequently change, including, but not limited to answer calls and emails from constituents, provide support to constituents, assist constituents with questions or concerns that are directed towards the agency or executive leadership team and staff, and assess inbound constituent inquiries for response or transfer to the appropriate program area. The primary duties for this position include the following:

• Provide information, assistance, and resources to constituents via phone and electronic means (email, HelpDesk, etc.) on topics pertaining to the Tutoring Program and other academic programs

• Answer questions and resolve issues related to Client concerns.

• Perform extensive first level problem resolution for constituents.

• Escalate issues as appropriate. Located at the agency's South campus and on the same floor and area as executive leadership, this position will be part of a standard office environment and will be 100% on-site, where expected dress-code is business and business-casual (no jeans).

Skills Required   This is a full-time in-office position and requires candidate to be in -office Monday through Friday, from 8AM through 5PM, except State holidays. Computer: High-level of PC proficiency and familiarity with a call center environment; must be competent with Microsoft Office suite (Outlook, Excel/Word/PPT, Teams, etc.); multi-monitors Phone: Conference (multi-line) phone lines Customer Service: Knowledge of customer service principles and practices, proper phone and email etiquette, knowledge to identify and escalate situations requiring management attention, knowledge to advise constituent of resolution and/or appropriate action(s), thorough understanding of issue triage and documentation, thorough understanding of level 1 support and escalation procedures. Communication: Excellent business-professional verbal, interpersonal, and written communication skills, including active listening. Office skills: Proper organizing and multitasking, efficient communication with high-level individuals, attention to detail in verbal and written work, effective listening skills, knowledge of customer service confidentiality Other: Ability to move from task to task amid interruptions while maintaining a high level of accuracy; ability to follow-up and keep track of delegated tasks; ability to understand and follow documented procedures; ability to work effectively as a member of a support team

Skills Preferred Phone: CISCO Finesse and CISCO Jabber multi-line experience. Bilingual (Spanish/ English), preferred.

Experience Required
Minimum of one year experience in assisting customers in a call center setting. Experience with high-stress situations and autonomous public-solving skills.

Experience Preferred Preferred, two years of working within the field of customer service and/or prior experience utilizing an automated call management/ problem tracking system in accomplishing job responsibilities.

Education Required High school diploma or equivalent.

Education Preferred Associates Degree or higher