Executive Technical Customer Service Specialist
Executive Technical Customer Service Specialist
Posted on :
18-05-2025
Employer Active
1 Vacancy
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Monthly Salary
Not Disclosed
Salary Not Disclosed
Vacancy
1 Vacancy
Posted on :
18-05-2025
Job Description
Executive Technical Customer Service Specialist Department of Technology
Job Summary:
The Executive Technical Customer Service Specialist is responsible for delivering exceptional technical support and customer service to executivelevel staff. This role demands a high level of technical expertise excellent communication skills and the ability to efficiently manage and resolve complex issues. The specialist will serve as the primary point of contact for executivelevel staff ensuring their needs are met promptly and effectively.
Duties/Responsibilities:
Job Summary:
The Executive Technical Customer Service Specialist is responsible for delivering exceptional technical support and customer service to executivelevel staff. This role demands a high level of technical expertise excellent communication skills and the ability to efficiently manage and resolve complex issues. The specialist will serve as the primary point of contact for executivelevel staff ensuring their needs are met promptly and effectively.
Duties/Responsibilities:
Serve as the primary contact for all technical support inquiries staff and be the primary executivelevel staff addressing hardware software applications and workflowrelated issues through various channels such as support portals phone email chat and inperson.
Provide personalized technical support to executivelevel staff addressing their unique needs and ensuring high satisfaction levels.
Provide general support to all staff as required and assigned.
Communicate effectively with executivelevel staff providing clear and concise information and updates on their issues.
Address complex technical issues.
Utilize the ticketing system to assign tickets to the appropriate technician or department.
Identify incident trends requiring further analysis and contribute to the creation of problem records for escalated incidents.
Deliver exceptional customer service by communicating professionally comprehensively and promptly for all incidents and requests.
Manage and resolve incidents and service requests within established service level agreements (SLAs).
Create maintain and review technical documentation and knowledge base articles for internal and external use.
Perform additional duties as assigned.
Conduct training sessions or create instructional materials as needed.
Enforce technology governance policies and standards in alignment with AOD policies.
Stay abreast of emerging technologies and trends relevant to AOD strategy and needs.
Identify opportunities for technologydriven innovation and research.
Required Knowledge/Skills/Abilities:
Provide personalized technical support to executivelevel staff addressing their unique needs and ensuring high satisfaction levels.
Provide general support to all staff as required and assigned.
Communicate effectively with executivelevel staff providing clear and concise information and updates on their issues.
Address complex technical issues.
Utilize the ticketing system to assign tickets to the appropriate technician or department.
Identify incident trends requiring further analysis and contribute to the creation of problem records for escalated incidents.
Deliver exceptional customer service by communicating professionally comprehensively and promptly for all incidents and requests.
Manage and resolve incidents and service requests within established service level agreements (SLAs).
Create maintain and review technical documentation and knowledge base articles for internal and external use.
Perform additional duties as assigned.
Conduct training sessions or create instructional materials as needed.
Enforce technology governance policies and standards in alignment with AOD policies.
Stay abreast of emerging technologies and trends relevant to AOD strategy and needs.
Identify opportunities for technologydriven innovation and research.
Required Knowledge/Skills/Abilities:
Microsoft 365 administration and management.
Strong knowledge of MS 365 services including Exchange Online SharePoint Online OneDrive for Business and Teams.
Familiarity with security and compliance best practices.
Technical knowledge of primary suite of applications including but not limited to Adobe SharePoint cloudbased storage and access systems RingCentral or equivalent Unified Communication Systems and Smartsheet.
The ideal candidate will have exceptionally strong:
Oral and written communication skills.
Analytical and problemsolving skills.
Interpersonal skills.
Sound judgment.
Selfdirection with the ability to work independently with little or no oversight.
Organizational and project management skills and methodology.
Ability to prioritize tasks while managing multiple projects simultaneously paying attention to details and meeting deadlines.
Ability to work effectively decisively and professionally under pressure and tight deadlines.
Collaborative and strategic working skills with various staff and stakeholders.
Willingness to work on a flexible schedule including occasional nights and weekends.
Education and Experience Requirements:
Bachelors degree preferred in Information Technology Computer Science Business Administration or a related field.
Minimum 5 to 7 years experience in information technology.
Relevant certifications such as Microsoft 365 Certified: Enterprise Administrator Expert are a plus.
Physical Requirements:
Prolonged sitting and working at a desk with repetitive motion working on a computer.
Ability to lift up to 40 pounds at a time.
May involve some standing bending and walking.
Travel Required:
Reliable transportation and ability to travel independently throughout the Archdiocese of Detroit and the United States.
Additional Requirements:
Must agree upon acceptance of an offer of employment with the Archdiocese of Detroit not to engage in nor endorse any actions or beliefs contrary to the teaching and standards of the Roman Catholic faith and morality.
Must demonstrate understanding respect and support for Catholic Church teaching mission and values.
Must maintain strict confidentiality regarding any archdiocesan information gained within the Archdiocese of Detroit.
Knowledge of the Roman Catholic faith its institutions policies and practices is a plus.
Must have a valid drivers license and a safe driving record.
After hours support when required.
Other Duties:
This job description is not designed to cover or contain a comprehensive listing of activities duties or responsibilities that are required of the employee for this job. Duties responsibilities and activities may change at any time with or without notice.
Affirmative Action/EEO Statement:
The Archdiocese of Detroit is an equal opportunity employer and does not illegally discriminate based on race color religion national origin sex age disability height weight genetic information or marital or other legally protected status. The Archdiocese of Detroit is committed to achieving excellence through cultural diversity and encourages applications and/or nominations of women persons of color veterans and persons with disabilities.
Required Experience:
Unclear Seniority
Employment Type
Full Time
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