What are the responsibilities and job description for the Customer Support Specialist position at City of Dayton?
Responsibilities
The Customer Support Specialist provides hardware/software support for computer users while achieving a high level of customer satisfaction within the Help Desk environment. This role is typically the first point of contact to resolve technology problems and will work closely with Information Technology (IT) staff.
Incumbents provide technology support and troubleshooting while creating a complete and accurate call history using a work order tracking system. Incumbents support IT systems operations and internal users while performing other routine duties, including monitoring of systems, interfaces and backup processes, executing jobs, performing assigned shift work, and answering customer calls. Requires a broad knowledge of computer hardware including desktop computers, thin clients, printers, peripherals, and computer networking. Requires knowledge of the organization's software environment including, but not limited to, Microsoft Office products, other enterprises applications and possess the ability to learn at an advanced level.
This is a multi-incumbent position that requires shift, weekend and holiday schedules to adequately support the City's operations.
Minimum Qualifications
Bachelor’s degree AND 1 year of proven experience in call center customer support, 1st tier technical support is preferred.
OR
Associate’s degree AND 3 years of proven experience in call center customer support, 1st tier technical support is preferred.
OR
High School Diploma or equivalent AND 5 years of proven experience in call center customer support, 1st tier technical support is preferred.
Degree must be from a college or university that is accredited by the U.S. Department of Education through the North Central Association of Colleges and Schools Higher Learning Commission or equivalent region.
License Requirements
Must possess a valid driver’s license at time of appointment and maintain thereafter as a term and condition of continued employment.
Notes
Applications must specifically address each of the minimum qualifications, directly showing how each is met.
Background Check
A background investigation and evidence of Employment Authorization and Identity is required prior to employment. All candidates must pass any level of background investigation applicable to the position, including current city employees seeking transfer, promotion, demotion, etc. into a classified position.
Medical Examination & Drug and Nicotine Testing
Final appointment is contingent upon the applicant passing a job-related medical examination including drug screen. Applicants offered employment with the City will be required to pass a nicotine screening. Newly hired employees must remain tobacco and nicotine free as a condition of continued employment. The Tobacco and Nicotine Free Hiring Policy does not apply to current City employees.
An Equal Employment Opportunity Employer M/F/H
Benefits
Click here for benefits.
The Customer Support Specialist provides hardware/software support for computer users while achieving a high level of customer satisfaction within the Help Desk environment. This role is typically the first point of contact to resolve technology problems and will work closely with Information Technology (IT) staff.
Incumbents provide technology support and troubleshooting while creating a complete and accurate call history using a work order tracking system. Incumbents support IT systems operations and internal users while performing other routine duties, including monitoring of systems, interfaces and backup processes, executing jobs, performing assigned shift work, and answering customer calls. Requires a broad knowledge of computer hardware including desktop computers, thin clients, printers, peripherals, and computer networking. Requires knowledge of the organization's software environment including, but not limited to, Microsoft Office products, other enterprises applications and possess the ability to learn at an advanced level.
This is a multi-incumbent position that requires shift, weekend and holiday schedules to adequately support the City's operations.
Minimum Qualifications
Bachelor’s degree AND 1 year of proven experience in call center customer support, 1st tier technical support is preferred.
OR
Associate’s degree AND 3 years of proven experience in call center customer support, 1st tier technical support is preferred.
OR
High School Diploma or equivalent AND 5 years of proven experience in call center customer support, 1st tier technical support is preferred.
Degree must be from a college or university that is accredited by the U.S. Department of Education through the North Central Association of Colleges and Schools Higher Learning Commission or equivalent region.
License Requirements
Must possess a valid driver’s license at time of appointment and maintain thereafter as a term and condition of continued employment.
Notes
Applications must specifically address each of the minimum qualifications, directly showing how each is met.
Background Check
A background investigation and evidence of Employment Authorization and Identity is required prior to employment. All candidates must pass any level of background investigation applicable to the position, including current city employees seeking transfer, promotion, demotion, etc. into a classified position.
Medical Examination & Drug and Nicotine Testing
Final appointment is contingent upon the applicant passing a job-related medical examination including drug screen. Applicants offered employment with the City will be required to pass a nicotine screening. Newly hired employees must remain tobacco and nicotine free as a condition of continued employment. The Tobacco and Nicotine Free Hiring Policy does not apply to current City employees.
An Equal Employment Opportunity Employer M/F/H
Benefits
Click here for benefits.
