Job Description

Job Description

Job Description

Job Title : Customer Support Representative

Summary : Customer Support Representatives provide both technical and non-technical support to internal customers, website subscribers, state employees, and elected officials for the Georgia Superior Court Clerks’ Cooperative Authority (GSCCCA), a client of Millennium Information Tek (MIT). This hybrid IT Help Desk position offers both in-office and work from home opportunities.

Customer problems and inquiries must be resolved quickly and with personalized service. The call center support tasks for this position include problem identification, logging, tracking, resolution, and escalation, as appropriate. All Help Desk activity and communication regarding calls are recorded in the call tracking/problem management system.

Non-technical support specifically includes password resets, website navigation assistance, subscription billing assistance, and general information regarding company-specific projects. IT support includes but is not limited to troubleshooting and resolving browser-related issues, Java errors, HTML 5 viewing inquiries, general website errors, etc. A minimum of 2 years of general Windows (i.e., Win7, Win10, Win11) support experience is required . Candidates must also possess experience troubleshooting and resolving Microsoft Office-related issues including Outlook 2010 and later. Hardware support includes but is not limited to general hardware replacement (i.e., motherboards, hard drives, power supply, etc.), scanner, and printer setup/troubleshooting. General network connectivity troubleshooting experience is a plus.

Duties and Responsibilities :

• Receive general problem and how-to calls from customers while providing Tier I resolution support
• Maintain call history and track problems ensuring all calls are logged into the FootPrints tracking system for proper resolution
• Escalate problems to the next support level in a timely fashion while communicating to customers the estimated resolution status
• Follow Customer Support Center procedures and suggest updates for improvement, providing consistent reliable customer service, reducing call duration, and increasing first call problem resolution
• Demonstrate effective communication and active listening skills with customers to understand their needs and provide exceptional customer service
• Ability to respectfully and tactfully redirect calls, chats, and emails to relevant parties while ensuring compliance with guidelines
• Participate in and successfully complete all training as well as special projects and assignments
• Provide desk-side support as required
• Valid driver's license and ability to travel as requested, in-state travel including overnight travel may be required
• Move boxes and equipment weighing up to 50 pounds
• Other job-related duties as assigned

Key Skills and Competencies:

Technical Skills

• Thorough PC/Windows skills (i.e., Win7, Win10, Win11)
• Excellent Microsoft Office product knowledge (2010 and up)
• Experience maintaining PC’s peripherals and various office equipment (i.e., printers, scanners, hard drives, etc.)
• Experience documenting and tracking IT Help Desk requests
• Level I network connectivity troubleshooting experience

Soft Skills

• Excellent telephone skills
• Excellent customer service skills
• Excellent listening skills
• Good time management skills
• Thorough problem-solving aptitude
• Good technical aptitude
• Excellent interpersonal and teamwork aptitude
• Confident, professional mannerism

Education and Experience:

• 2-year associate degree, or comparable experience
• 2+ years experience in a customer service/technical support/Help Desk environment
• CompTIA A+ Certification preferred

Company Description

Millennium Information Tek (MIT) provides embedded IT staffing and technology for the courts sector. MIT creates solutions through partnership, data, and technology by leveraging the expertise of talented individuals who truly care. We empower our clients to modernize their processes while staying true to tradition when it matters most.

At MIT, innovation is the core driver of everything we do. We thrive on solving problems and execute with a superior level of service. By demystifying technology and making it accessible, we elevate our clients’ ability to succeed.

Millennium Information Tek is based in Atlanta, Georgia.

Why work with us?
Our clients and staff are loyal because we put people first. The average tenure of an MIT employee is 11 years. MIT is a growing company providing many opportunities to leverage your creativity and unique skills to make an impact!

We offer competitive pay and comprehensive benefits, including:
•\tMedical
•\tDental
•\tVision
•\tFSA
•\t401(k)
•\tLife Insurance
•\tShort and Long-Term Disability
•\tEmployer-Paid Training, Learning & Development
•\tGenerous Paid Leave
•\tA flexible, family-friendly culture.

What our team says...
“I do not know where to start, everything is just great, I love the team, I love the work and service we provide to our customers...just being honest, this company is amazing.”

“As a company, I believe that work-life balance and flexibility are valued here more compared to other companies...”

“The company cares about their employees as people.”

“[The] leadership is very strong, benefits are amazing.”

Millennium Information Tek is an equal opportunity employer.

Company Description

Millennium Information Tek (MIT) provides embedded IT staffing and technology for the courts sector. MIT creates solutions through partnership, data, and technology by leveraging the expertise of talented individuals who truly care. We empower our clients to modernize their processes while staying true to tradition when it matters most. \r\n\r\nAt MIT, innovation is the core driver of everything we do. We thrive on solving problems and execute with a superior level of service. By demystifying technology and making it accessible, we elevate our clients’ ability to succeed. \r\n\r\nMillennium Information Tek is based in Atlanta, Georgia. \r\n\r\nWhy work with us?\r\nOur clients and staff are loyal because we put people first. The average tenure of an MIT employee is 11 years. MIT is a growing company providing many opportunities to leverage your creativity and unique skills to make an impact! \r\n\r\nWe offer competitive pay and comprehensive benefits, including: \r\n•\tMedical \r\n•\tDental \r\n•\tVision\r\n•\tFSA\r\n•\t401(k)\r\n•\tLife Insurance\r\n•\tShort and Long-Term Disability\r\n•\tEmployer-Paid Training, Learning & Development\r\n•\tGenerous Paid Leave \r\n•\tA flexible, family-friendly culture.\r\n\r\nWhat our team says...\r\n“I do not know where to start, everything is just great, I love the team, I love the work and service we provide to our customers...just being honest, this company is amazing.”\r\n\r\n“As a company, I believe that work-life balance and flexibility are valued here more compared to other companies...”\r\n\r\n“The company cares about their employees as people.”\r\n\r\n“[The] leadership is very strong, benefits are amazing.”\r\n\r\nMillennium Information Tek is an equal opportunity employer.

Job Tags

Work from home, Flexible hours,

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