ePortal Support Specialist

Job Description

Job Description

Located in Tallahassee, Florida, the Florida Association of Court Clerks & Comptrollers is a statewide, non-profit member association. The association is comprised of the Florida Clerks of the Circuit Court and Comptrollers. FACC Services Group, LLC, dba Civitek Solutions was established in 1991 to provide financial and technical services for the Clerks of Circuit Court and Comptrollers of the State of Florida. Civitek is a wholly-owned subsidiary of the Florida Association of Court Clerks, Inc. (FCCC)

A Brief Overview

This position is responsible for the initial intake of all E-Portal end-user service requests through phone calls, e-mails, faxes and mail. This includes making an initial assessment, triage, research, and resolution of basic incidents and requests regarding the use of application software products and/or infrastructure components. This position logs all incidents and requests, addresses and resolves basic incidents and requests, and engages other service desk resources for escalation to resolve incidents that are beyond the scope of their ability in a timely manner.

What you will do

• Responds to service desk phone lines, faxes, voicemail, and email to provide support to end-users in a timely and courteous manner. Understands and follows proper elevation procedures for classifying incidents, providing initial incident support, and prioritizing incidents based on impact and urgency of certain call and customer types.
• Responds to standard Tier 1 incidents during initial customer contact. If the incident/customer request is beyond the scope of their ability or responsibility, correctly logs incident/request into the Service Center incident management tool. Provides immediate notification to appropriate staff of escalated issues or complaints.
• Ensures all incident and service requests are tracked in the Service Desk incident database, and that the database is maintained as directed by the Service Center Manager. Reviews the incident database on a daily basis and provides status reports concerning outstanding problem requests to designated staff, supervisor and/or management.
• Relays written and verbal solutions to customers as directed by Application Support Analyst or Administrator.
• Continuously develops operational and technical knowledge through coordination and discussions with the E-Portal Service Center.
• Provides recommendations for corrections, upgrades, and enhancements for applications, systems, hardware, and procedures to designated staff members.
• Communicates with coworkers, management, staff, Clerk’s offices, the general public, and others in a courteous and professional manner.
• Conforms with and abides by all regulations, policies, work procedures, safety rules, and instructions.
• Responds promptly and professionally when returning telephone calls and replying to correspondence, e-mail, and faxes. Uses good grammar and professional writing skills.
• Provides high quality customer service to all internal and external customers.
• Continues to maintain knowledge on the application software as upgrades, release and legislative changes occur.

Qualifications

• Associate of Arts degree or the equivalent working experience. Required
• Four (4) years customer service experience preferably in technical service desk support. Required and
• Professional or nonprofessional experience as described above can be substituted on a year-for-year basis for the required education. Required
• Possess excellent customer service skills.
• Possess a strong work ethic and ability to interact well with others.
• Must be self-motivated and team oriented.
• Employee must be dependable and reliable.
• Possess strong leadership skills.
• Possess excellent organizational, prioritization, and strong time management skills.
• Must be able work with tight deadlines and multitask.
• Requires excellent written and verbal communication skills.
• High level of communication, analytical, and instructional skills

Florida Association of Court Clerks and Comptrollers/Civitek offers a dynamic business culture that values, encourages, and includes the thinking and collaboration of our employees. We’re driven by the need to build something better! Civitek creates technology solutions that protect revenue, save time, and free up resources for Florida’s Clerks and Comptrollers. What remains constant throughout our history of transformation is our dedication to our clerks, their constituents, our employees, and to the values on which Civitek was built: integrity, member/customer focused, simplicity, innovation, collaboration, ownership, and bring JOY.

Our employees enjoy an exceptional benefits package, including health, dental, vision, life, disability, paid leave time, a 401(k) plan, paid holidays, professional development, and an employee discount program.

So if you are ready to be a part of building something better, join our team!
Florida Association of Court Clerks and Comptrollers /Civitek Solutions