Specialist - Customer Support - Technology
Specialist - Customer Support - Technology
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Job Description
Reports To: Manager Technology Customer Services - Support
Duty Days: 238 Days
Wage/Hour Status: Non-Exempt
Pay Grade:AS06
Qualifications:
High school diploma or equivalent work experience required college hours preferred
Minimum 2 years of experience in a helpdesk or customer services environment
Strong dedication to quality customer service and a working knowledge of enterprise-wide service delivery procedures
Strong verbal and written interpersonal and communication skills
Superior telephone etiquette and an ability to deal effectively with customers vendors peers and management
Strong problem-solving skills and inherent decision making ability
Good initiative and assertiveness
Good project management skills and ability to organize work in an efficient manner in addition to the ability to work well under stress and time pressures
Primary Purpose:
As directed by IT management deliver quality customer service to Katy ISD staff and act as a point of escalation for support issues identified by technology leadership. Coordinate work on District initiatives with other Technology staff. Act as a lead for Customer Services teams by coordinating actions of all team members.
Major Duties and Responsibilities:
- Act as a lead to Customer Support teams providing coaching training and deeper expertise in problem resolution.
- Identify areas for improvement within assigned teams.
- Document procedures for problem resolution.
- Ensure problem resolution by maintaining an action plan for problem resolution.
- Initiate and track problem assignments to other IT resources vendors and other resources as identified .
- Monitor and notify management and customer on the status of problem resolution.
- Serve as escalation resource for higher level issues.
- Act as a liaison between application vendors and District staff to resolve issues.
- Provide second tier end user application support in area assigned.
- Interact with end users to determine application problems and interface with System Engineering Instructional Technology and Business Intelligence divisions as needed to resolve issues.
- Assist in product testing quality assurance hardware/software testing and the design or modification of customer training programs.
- Provide training to end users as appropriate.
- Monitor and review customer tickets in area assigned to ensure quality assurance.
- Report trends and recommend improvements as needed.
- Initiate escalation as appropriate to ensure management awareness of problems that are severe in nature or have a high impact to the customer community.
- Ensures customer satisfaction by responding to calls to the TSC as needed. Logs all customer questions and problems and tracks the same through to resolution.
- Maintain a positive can-do attitude at all times.
Equipment Used:
Personal computer printer copier and telephone
Working Conditions:
Maintain emotional control under stress. Work with frequent interruptions. Repetitive hand motions.
The foregoing statements describe the general purpose and responsibilities assigned to this job and are not an exhaustive list of all responsibilities and duties that may be assigned or skills that may be required.
Required Experience:
Unclear Seniority
Employment Type
Full-Time
