Call Center Specialist II

Call Center Specialist II

Salary

$49,559.00 - $61,949.00 Annually

Location

Richland County, SC

Job Type

FTE - Full-Time

Job Number

191227

Agency

Judicial Branch

Division

Information Technology

Opening Date

07/30/2026

Closing Date

8/13/2026 11:59 PM Eastern

Class Code:

AA1009

Position Number:

61005476

Normal Work Schedule:

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

Pay Grade

Unclassified

EEO Statement

Equal Opportunity Employer

Agency Specific Application Procedures:

All questions on the application must be completed and should include all work history and education. A resume may be included but will not be accepted or reviewed in lieu of an incomplete application. Supplemental questions are considered a part of your application and must be completed.

Veteran Preference Statement

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

• Description
• Benefits

Job Responsibilities

This is a junior level position in the SCJB Information Technology CMS 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, provides in-depth, technical and procedural support to users of the SC Electronic Filing system (E-Filing), Attorney Information System (AIS), Statewide Case and Jury Management System (CMS).

Essential Duties and Responsibilities of the Position

Serves as junior level Call Center Specialist II (CCSII) in the CMS Call Center. Independently responds to and resolves complex issues submitted to the CMS Call Center. Provides assistance to CCS-I staff on issues escalated to higher level CCS staff for response and resolution.

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 knowledge base up-to-date by documenting relevant changes to its content for use by Call Center staff.

Provides customer support for moderately complex questions related to items such as, but not limited to, internet browser, operating system and hardware issues for printers, scanners and credit card readers. Troubleshoots and conducts research by interviewing customers and other Call Center employees to determine the cause of issue. Remotely connects to end users computer to demonstrate, train and assist users with procedures and fixes.

Minimum and Additional Requirements

An associate degree and two (2) or more years work experience as a Call Center Specialist I; or a high school diploma and three (3) or more years work experience as a Call Center Specialist I or in South Carolina court operations at the Summary and/or Circuit Court level, in an attorney office, judicial office, or other offices of the court.

Experience working in a call center providing technical support or custom software application support. Working knowledge of the following: Microsoft Windows, Microsoft Office, Internet Explorer and other internet browsers, and SharePoint.

Preferred Qualifications

Three (3) or more years work experience as a Call Center Specialist I or three (3) or more years work experience in South Carolina court operations at the Summary and/or Circuit Court level and one (1) or more years work experience in a call center providing technical support or custom software application support.

Knowledge, Skills, Abilities and Other Characteristics

Knowledgeable and experienced in providing customer service by phone with exceptional customer service concepts and phone etiquette skills.

Experience with computer system operations, troubleshooting techniques and providing technical support.

Knowledge of court operations and business procedures at various court levels to include Summary and Circuit. 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 most issues without 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.

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.
• 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.