Job Description

Posting number: 193548

Department: Judicial Branch

Division: Information Technology

Job classification: Unclassified

Posting type: Open

Categories: IT and Computers, Communications

Summary

20260313065526_20250530203822_Logo.jpgThis is an entry level position in the SCJB Information Technology Call Center that provides assistance to users of the statewide technology services developed by the Judicial Branch to support the South Carolina Unified State Court System. In a high volume call center setting, assists callers with basic questions related to the SCJB Electronic Filing System, Attorney Information System (AIS) and Statewide Case Management System (CMS).

ESSENTIAL DUTIES AND RESPONSIBILITIES OF THE POSITION

• Under the guidance of more senior-level CMS Call Center (Call Center) staff, serves as the first point of contact for customers contacting the Call Center for assistance with the SCJB E-Filing, AIS and CMS Systems.
• Participates in and successfully completes the Call Center Specialist I Training Plan/Skill Path, to include, but not limited to customer service, Call Center Tracking Software, SCJB filer’s interface components of the SCJB E-Filing, AIS, and CMS Systems, and troubleshooting basic printer/hardware issues. Must be able to demonstrate the application of learned subject matter.
• Provides customer support for the SCJB E-Filing, AIS and CMS Systems to include tasks such as navigating and uploading documents to the SCJB E-Filing system, resetting passwords for AIS customers and user maintenance for the CMS System. Troubleshoots and conducts research by interviewing customers to determine the cause of issue. Escalates complex issues to a senior call center team member or another department.
• Utilizes agency Call Tracking software to monitor outstanding Call Center issues awaiting customer response, enters and updates support issues received by the Call Center, and documents all actions taken to remedy the issues. Communicates follow-up and resolution information back to customers who have submitted issues to the Call Center. Assists with keeping Call Center knowledgebase up-to-date by making changes to the content.
• Remains current and knowledgeable on the SCJB E-Filing system, AIS and CMS applications by monitoring release notes and other application documentation.

Examples of duties

• A high school diploma and one (1) to two (2) years experience working in a call center, an attorney’s office, judicial office, or other legal setting.
• An associate's degree or higher in a related field may be substituted for the required work experience on a year for year basis.
• Working knowledge of Microsoft Windows, Microsoft Office, Internet Explorer and other internet browsers.

REQUIRED KNOWLEDGE, SKILLS, ABILITIES AND OTHER CHARACTERISTICS

• Experience with customer service and phone etiquette concepts, computer system operations, troubleshooting techniques,and providing technicial support.
• Ability to communicate clearly and effectively, both orally and in writing.
• Ability to grasp new concepts, functionality and terminology quickly.
• Ability to analyze, research, document and prioritize issues with limited assistance.
• Ability to manage priorities, time and assignments efficiently and effectively.
• Must be able to establish and maintain good working relationships with agency staff and end user community.

Qualifications

• Two (2) or more years knowledge of South Carolina court operations at the Summary and/or Circuit court level or two (2) or more years work experience in an attorney's office, judicial office, or other legal setting.
• Experience working in a call center providing technical support or custom software application support.
• Working knowledge of SharePoint.

Supplemental information

The South Carolina Judicial Branch offers an exceptional benefits package for FTE positions that include:

• Health, Dental, Vision, Long Term Disability, and Life Insurance for Employee, Spouse, and Children;
• State Retirement Plan and Deferred Compensation Programs (Temporary positions have option to enroll);
• 15 days paid annual (vacation) leave per year;
• 15 days paid sick leave per year;
• Option to designate 10 days of earned paid sick leave per year as family sick leave;
• 13 paid state holidays;
• Paid Parental Leave; and
• Workers’ Compensation Benefits.