Call Center Specialist I

Call Center Specialist I

Salary

$46,300.00 - $57,848.00 Annually

Location

Richland County, SC

Job Type

FTE - Full-Time

Job Number

193548

Agency

Judicial Branch

Division

Information Technology

Opening Date

09/30/2026

Closing Date

Continuous

Class Code:

60003303

Position Number:

TBD

Normal Work Schedule:

Monday - Friday (8:30 - 5:00)

Pay Grade

Unclassified

EEO Statement

Equal Opportunity Employer

Agency Specific Application Procedures:

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.

Veteran Preference Statement

South Carolina is making our Veterans a priority for employment in state agencies and institutions.

• Description
• Benefits

Job Responsibilities

This 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.

Minimum and Additional Requirements

• 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 associates 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.

Preferred 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 attorneys 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.

Additional Comments

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.

Benefits for State Employees

The state of South Carolina offers eligible employees generous benefits, including health and dental insurance; retirement and savings plan options; and paid vacation and sick leave. Plus, work-life balance programs such as telecommuting and flexible work schedules are available to employees of some state agencies.

Insurance Benefits

Eligible employees may enroll in health insurance, which includes prescription coverage and wellness benefits. Other available insurance benefits include dental, vision, term life insurance, long term disability and flexible spending accounts for health and child care expenses.

Retirement Benefits

State employees are also offered retirement plan options, including defined benefit and defined contribution plans. Additionally, eligible employees may elect to participate in the South Carolina Deferred Compensation Program, which is a voluntary, supplemental retirement savings plan offering 401(k) and 457 plan options.

Workplace Benefits

State employees may also be eligible for other benefits, including tuition assistance; holiday, annual and sick leave; and discounts on purchases, travel and more.

Note: The benefits above are available to most state employees, with the exception of those in temporary positions. Employees in temporary grant and time-limited positions may be eligible for all, some or none of these benefits as benefits are associated with each position type. For these positions, contact the hiring agency to determine what benefits may be available.

Employer State of South Carolina

Agency Judicial Branch Address 1220 Senate Street

Suite 101

Columbia, South Carolina, 29201

Phone 803-734-1970

The language used in this document does not create an employment contract between the employee and the agency. This document does not create any contractual rights or entitlements. The agency reserves the right to revise the content of this document, in whole or in part. No promises or assurances, whether written or oral, which are contrary to or inconsistent with the terms of this paragraph create any contract of employment.