Client Support Specialist I

This full-time position follows a regular Monday through Friday (37.5 hours per week) work schedule. Although the position offers the opportunity to telework from home, occasional in-person attendance at the CSIU Main Office, located in Milton, PA, and inperson visits to clients, meetings, and trainings in Pennsylvania will be required. Transportation to the Main Office is the employee’s responsibility. Certain requirements based upon CSIU telework policy and administrative regulations must be met. The CSIU has the right to cancel or suspend the employee teleworking privileges at any time, for any or no reason, due to the requirement of the CSIU and client needs.

JOB ASSIGNMENT:  Financial Information System (FIS)

JOB DEFINITION:  Provide client support for CSIU administrative software applications.

ORGANIZATIONAL RELATIONSHIP:  Reports to the Financial Applications Support Manager and in their absence, to the Director of Computer Services.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

1. Learn and be responsible for client support on application(s) assigned by supervisor.
2. Research and resolve client inquiries as able. Consult with other support staff as necessary to provide resolution to the client.
3. Notify supervisor if the issue is beyond the scope of available support staff.
4. Alert supervisor of recurring issues so that a more permanent solution to the issue may be determined.
5. Become generally knowledgeable of CSIU applications so inquiries can be directed to the appropriate party.
6. Provide one-on-one client trainings and demos for specific applications.
7. Update or enter support tickets with statistics on and resolution to client issues handled.
8. Participate in topics groups as assigned by supervisor.
9. Provide phone path substitute function as requested.
10. Perform other duties as assigned by the immediate supervisor or designee.

EDUCATION, EXPERIENCE AND SKILLS REQUIRED: 

• Minimum of an Associate's degree (preferred); or a High School Diploma/equivalent General Education Diploma and a combination of skills and experience involving two (2) or more years of experience working in a basic education environment or working with school business office and/or student administration applications.
• Excellent verbal communication skills for working with clients
• Proficiency in using Microsoft Windows, Word and Excel.
• Ability to maintain positive working relationships with staff members, as communicating customer needs depends on this.
• An understanding of computer programming is helpful, but not essential.
• Computer experience with Microsoft Word, Excel, Outlook, artificial intelligence, data entry, email and experience managing file sharing with Google Drive.
• Adept at using virtual meeting platforms such as Skype, Zoom and Microsoft Teams. 
• Excellent verbal communication skills for working with clients
• Excellent organizational and time management skills to prioritize the task based on project deadlines. And must be able to type accurately and maintain a high level of productivity.
• Ability to maintain positive working relationships with staff members, as communicating customer needs depends on this.
• Requires the ability to develop and maintain positive and collaborative relationships using tact and diplomacy and to remain calm in unpredictable situations.

ADDITIONAL ELIGIBILITY REQUIREMENTS:   

• Current, approved Act 34 (PA State Police), Act 151 (PA Child Abuse Registry) and Act 114-FBI Fingerprint clearances are required and must be renewed at appropriate, specific intervals pursuant to Act 153 of 2014 (revised Act 15 of 2015).
• Current, approved Act 126 Mandated Reporter Training certificate showing completion of a minimum of three (3) hours training every five (5) years.

PHYSICAL REQUIREMENTS:

• Sedentary: Able to sit for extended periods of time, occasional walking, standing (as necessary) and able to lift and carry up to 25 pounds.
• Dexterity: Finger movements (computer keyboard, calculator), eye-hand coordination (office equipment, etc.).
• Ability to operate a computer / PC.
• Ability to communicate with clients by phone.
• Audio-Visual Requirements: Within normal range with or without correction.
• Is able to move throughout all buildings, floors and grounds.
• Worksite Environment: Primarily indoors-office setting with occasional exposure to outdoor elements/climate during the day.
• Mental demands: Steady response to unpredictable situations, ability to remain calm and productive during stressful situations. Demonstrates independent judgment, discretion and is able to manage multiple projects and deadlines.
• The ability to work in a constant state of alertness and safe manner.
• Ability to travel to client sites and various work site locations and meetings unassisted as needed.

TIME AND SITE REQUIREMENTS:

1. This is a full-time, exempt position following a twelve (12) month work schedule. Requires occasional overnight travel for training, demonstrations, and conference attendance. Extra hours may be required during peak workload periods as approved by immediate supervisor.
2. Attendance at work is a requirement of this position; any and all absences must be approved by the immediate supervisor.

CSIU PROPERTY AND CONFIDENTIALITY REQUIREMENTS:

1. All property, including intellectual property, materials, equipment or actual products and services developed or accrued as part of the job duties and responsibilities listed above is the property of the CSIU. It may not be used for personal profit or gain and will be relinquished to the CSIU upon termination of employment from the CSIU.
2. The person employed in this position shall maintain confidentiality with regard to the personal and private information about clients and coworkers, programs and services and any other proprietary information accrued as a result of CSIU employment or as required by state or federal laws and regulations.
3. The person employed in this position must adhere to all requirements identified in the code of professionalism entitled "Ambassadors Are Professionals, Too" and CSIU Administrative Regulation 317-AR-1 CSIU Service Standards and CSIU Administrative Regulation 317-AR-1 CSIU Service Standards.

The position holder must be able to perform the essential job functions with or without reasonable accommodation.  It is the responsibility of the employee to inform their supervisor and the Director of Human Resources of any and all reasonable accommodations that will be required.

Salary : $46,500 - $51,500