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Home Careers Job Descriptions Senior Customer Support Technician
Home Careers Job Descriptions Senior Customer Support Technician
Senior Customer Support Technician

Senior Customer Support Technician Job Description

Job Title: Senior Customer Support Technician
Job Code: R44083
Full Time Salary Range: $5,004.00 - $6,658.00
Job Series: Customer Support
FLSA Status: Non-exempt
OCC Group: Administrative Support and Related (ASR)

Signature of the State Court Administrator approval available on file in the Human Resources Division.

General Statement Of Duties:
The Senior Customer Support Technician position delivers support to end users in order to utilize Information Technology Services (ITS) programs efficiently and effectively in fulfilling business objectives.  This includes troubleshooting applications and software for all customers.  The Senior Customer Support Technician is also responsible for handling escalated issues (Tier 2) and working with the development teams to improve judicial applications.  Position resides within ITS.
Distinguishing Factors:
This position is distinguished from other classifications by the emphasis on the need for the most advanced analytical methods and problem solving techniques.  Positions operating at this level should have a full understanding of Judicial Department applications and software and should be able to deliver solutions to the most complex problems.  This position may operate as a functional lead with responsibilities, which may include establishing work standards, monitoring quality of customer service team, facilitating training and mentoring other customer support technicians.  The position is limited to 30% of the total CST FTE.
Essential Functions Of the Position:
Resolves Tier 2 problems by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions; escalating unresolved problems. 
 
Communicates and documents resolutions to Tier 2 problems for improvement of entire customer support team knowledge base.
 
Recognizes issues and opportunities that require development work; working closely with application development teams and Product Owners to write up development stories for prioritization on the development backlog.
 
Performs quality assurance (QA) on the information given to customers, as well as the documentation utilized by the team (knowledge base, frequently asked questions, ticket details);
 
Establishes strong relationships with internal and external customers and provides ongoing customer support through issue resolution.
 
Fields overflow Tier 1 incoming questions from end users and uses troubleshooting techniques to provide information and solutions; documents appropriately.
 
Facilitates both in-person and webinar training sessions;
 
Serves as a mentor and trainer to other customer support technicians.
 
Communicate application problems and issues to key stakeholders, including management, development teams, end users, and unit leaders.
 
Provide support for the testing of existing software applications, as well as applications under development or consideration for purchase.
 
Leads projects and/or tasks as assigned; May delegate sub-tasks to other customer support technicians when appropriate.
 
Attend meetings and training as required.
 
Performs other duties as assigned.
Supervisor Responsibilities:
No formal supervisory responsibility.  Responsible for one's own work product and may provide leadership, guidance, assistance, or mentorship to coworkers, volunteers, or interns.  May be responsible for call monitoring of coworkers. 
Minimum Education:
Bachelor's degree in business, public or court administration or related field from an accredited four-year college or university and  five years of customer support, legal, probation or court experience.  Additional years of experience may substitute for the formal education requirement on a year-for-year basis. 
 
Three years as a Customer Support Technician within the Judicial Branch preferred.
 
The Senior Customer Support Technician should exhibit the following attributes:
 
Highly self-motivated and directed.
Ability to absorb new ideas and concepts quickly.
Good analytical and problem-solving abilities.
Ability to effectively prioritize and execute tasks in a high-pressure environment.
Ability to present ideas in business-friendly and user-friendly language.
Very strong customer service orientation.
Excellent written, oral, interpersonal, and presentational skills.
Experience working in a team-oriented, collaborative environment.
Ability to adjust schedule in order to provide on-call/after hour support (5:00 pm to 12:00 am)
Physical Demands:
While performing the duties of this job the employee is regularly required to talk and hear.  The employee is frequently required to sit and to reach with hands and arms and perform repetitive motions with wrists, hands, and fingers.  The employee is occasionally required to stand and walk.  The employee must occasionally lift and/or move up to 50 pounds or more.  Specific vision abilities required by this position include close vision, color vision, depth perception, ability to adjust and focus, and the ability to see clearly at 20 feet or more.
Work Environment:
The position may, at times, perform the job duties from a location other than the central business location.  During periods of telecommuting, the incumbent will be required to have a quiet office or room which is free from noisy distractions to conduct work.  Additional equipment requirements will apply during such periods.
 
While performing the duties of this job, the employee will be sitting for extended periods of time.
 
Requires dexterity of hands and fingers to operate a computer keyboard, mouse, power tools, and to handle other computer components.  Frequently handles fluctuations in work volume and may be subject to varying and unpredictable situations and work hours. The employee is subject to frequent interruptions, multiple calls and inquiries, upset or demanding customers and may occasionally handle absentee replacement and on-call duty on short notice.  The noise level in the work environment is usually moderate. 
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