The Customer Support Technician II 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 Customer Support Technician II is also responsible for assisting with development and delivery of customer communications and training.  Content may be delivered in verbal or written form and may utilize a variety of tools, including email, web, newsletters, marketing brochures, manuals and approved social media.  Position resides within ITS.

This position is distinguished from other classifications by the emphasis on the need for more sophisticated analytical methods and problem solving techniques.  Positions operating at this level should have a full understanding of Colorado Judicial Branch applications and software and should be able to deliver solutions to more complex problems.  This position should also require less monitoring and may help coach other customer support technicians. 

Field incoming questions from end users and uses troubleshooting techniques to provide information and solutions.  Retains ownership of call until resolved or ownership is accepted by another member of the team.

 

Identify system issues and communicate all instances where enhancements and issue resolution are required.

 

Document all pertinent end user identification information, including name, organization, contact information, and nature of problem or issue.  Record, track, and document the problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.

 

Resolves problems by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions; escalating unresolved problems.

 

Answers inquiries by clarifying desired information; researching, locating, and providing information.

 

Communicate application problems and issues to key stakeholders, including management, development teams, end users, and unit leaders.

 

Identify and learn appropriate software applications used and supported by the organization.  Participate in continuous learning of all software and applications changes and enhancements across the organization in order to be a subject matter expert for end users.

 

Participate in the design, development, and delivery of software applications training programs and individual classes.

 

Utilize a variety of communication and delivery techniques, including telephone, email, in-person, or web-based customer interactions.

 

Assist in the creation of knowledge bases, frequently asked questions, and customer communications.

 

Provide support for the testing of existing software applications and applications under development or consideration for purchase.

 

Takes ownership of projects and/or tasks as assigned.

 

Attend meetings and training as required.

 

Performs other duties as assigned.

No formal supervisory responsibility.  Responsibility for one's own work product.  Occasionally provides lead function, advice, or explains work instructions to other employees or volunteers.

Graduation from an accredited college or university with a bachelor's degree in business, public or court administration or related field from an accredited four-year college or university and three 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.  The 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)

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.

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.  Occasional travel between training locations required.