Customer Service Technician II

Customer Service Technician II

The Customer Service Technician II is the midlevel midcareer position at the help desk for seasoned and highly skilled technicians. In general, the CST 2 position is the first-line of support and response to client service requests. Technicians provide direct one-on-one phone-based and occasional on-site support to clients. They begin the process of characterizing and diagnosing customer problems by collecting information via direct questioning and utilizing a variety of best-in-class management platforms and remote access tools. Then, they apply logical troubleshooting methodologies along with IT knowledge and experience, and practical abilities to resolve the issue and close the case or escalate the issue as appropriate. This position is eligible for a shift differential.

Essential Functions :

• Execute professional customer service techniques and consistently provide the high level of customer service with a friendly and patient demeanor.
• Respond to and resolve inquiries and service requests utilizing support services procedures, policy manuals, knowledge management system (KMS) and other reference materials to meet department metrics.
• Create and follow documented procedures.
• Adhere to written infrastructure and applications security procedures.
• Propose modifications to KMS processes, and procedures, which will be leveraged by the support services team members as they troubleshoot issues on a daily basis.
• Support normal account creation and maintenance functions, and specialized account creation and maintenance where necessary.
• Provide first level support to infrastructure and line-of-business applications.
• Support campus and branch infrastructure performance and availability principles.
• Assist with other IT related special projects without supervision as determined by business need.
• Participate in ongoing customer service and sales training.
• Handle service requests dealing with medium or high complexity or outside vendors.
• Meet and strive to exceed support services key performance indicators (KPIs) including but not limited to utilization, take-over percentage, SLA performance, and proper case documentation.
• Document all customer inquiries and their resolutions in the IT service management application according to standard practice.
• Inform management of critical customer facing issues and estimated time to resolution.
• Investigate, diagnose, and provide resolution to all inquiries and service requests by working effectively and in collaboration with other teams.
• Escalate customer inquiries in a timely manner when additional research or analysis is necessary.
• Assist in the execution of migration to new software and hardware, such as new operating systems and upgraded equipment.
• Act as mentor to Customer Service Technician I.
• Work on remote projects with supervision.
• Assist with technical support projects such as new branch openings.
• Work during scheduled, rotating weekend and night work.

Additional Essential Functions :

Additional Responsibilities :