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Customer Service Specialist

Company: Meredith Corporation
Location: Des Moines
Posted on: February 13, 2019

Job Description:

JOB DESCRIPTION

I. JOB SUMMARY - Major goals and objectives.

The Customer Service Specialist acts as an interface between Meredith internal customers and the Information Technology teams. The primary focus of the Customer Service Specialist is to assist consumers of Meredith s IT Services with their technology needs and to assist in the successful resolution of technological issues that may arise. The Customer Service Specialist gathers information, answers questions, and directs requests/issues to the appropriate support team. This service includes requests for new equipment or services as well as service or support of existing equipment or services. Focus is on exceptional Customer Service to the internal and external user.

II. ESSENTIAL JOB FUNCTIONS

WEIGHT %

ACCOUNTABILITIES, ACTIONS AND EXPECTED MEASURABLE RESULTS

60%

Respond to and Assist customers with technical issues and questions. Create IT tickets as needed and assign incoming requests to appropriate support team. Identify and escalate urgent requests to the appropriate team. Identify potential systemic problems based on calls and volume.

30%

Coordinate and perform help desk functions to support end user needs. May include: account management, equipment checkout, ticket creation on customer s behalf, process forms and approvals, guide users to appropriate resources, follow up with customers when necessary.

10%

Manage and coordinate Corp IT resources and perform other duties as assigned.

100%

III. MINIMUM QUALIFICATIONS AND JOB REQUIREMENTS - All must be met to be considered.

Education:

Minimum two-year technical degree or equivalent training and/or experience in technology support.

Experience:

Skilled in customer service principles and practice.

Proficient in relevant computer systems, applications and technology.

Specific knowledge and experience with the following systems and applications is preferred:

* Current Windows and MAC operating system

* Current versions of Microsoft Office software

* Zendesk or similar Customer Service support software

Specific Knowledge, Skills and Abilities:

Strong customer service skills.

Ability to identify problems and deliver successful resolutions

Excellent verbal and written communication skills.

Ability to document processes with appropriate text and visual components.

Listening and interpretation skills.

IT technical skills necessary to assist and/or assign IT requests.

Must possess attention to detail with ability to meet deadlines.

Ability to take ownership of assigned tasks.

Ability to work well in a team-oriented environment.

% Travel Required (Approximate):

Meredith Corporation is committed to the principles of equal employment opportunity and providing reasonable accommodations to candidates with disabilities.

Keywords: Meredith Corporation, Des Moines , Customer Service Specialist, Hospitality & Tourism , Des Moines, Iowa

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