Customer Care Specialist - PCN 9999

Customer Care Specialist

Reports to: Customer Care Supervisor

School/Department: Technology Services

Pay Grade: Technology/TC2

Work Days: 226

Wage/hour status: Non Exempt

Created/revised: May 2022

Note: The hiring and continuation of this position is contingent upon available appropriations resulting from bond sales. Salary appropriations from present bond sales are anticipated to be available and may be extended for additional terms should further funding be available.

Primary Purpose

The Customer Care Specialist provides support for all software, hardware and infrastructure issues at assigned campuses. Assist users in troubleshooting and diagnosing technology issues of moderate complexity by telephone, remotely, or in person while providing excellent customer support and teamwork. Provides follow-up to on-going issues and escalates complex problems to appropriate support personnel.

Qualifications

Education/Certification

• High school diploma/GED
• A+ Certification or equivalent degree
• Network+ or CNA Certification preferred
• Requires a valid Class C operator's license and maintenance of a safe driving record

Special Knowledge/Skills

• Broad knowledge of computer hardware and software applications including Windows Operating Systems, Microsoft Office Applications, Network Operating Systems and G Suite applications including Gmail
• Knowledge of service management system
• Skill in reading computer instruction manuals and comprehending directions in order to remedy minor computer equipment malfunctions
• Skill in providing inquiring users with outstanding customer care and service at all times
• Skill in assisting telephone customers simultaneously using proper telephone etiquette and customer service techniques in a fast, friendly, and flexible manner
• Ability to interact effectively with customers, team members and IT management
• Ability to critical think in detecting, analyzing and resolving technical or technology related problems
• Ability to identify and organize tickets according to priority and forward tickets to appropriate technology support personnel
• Ability to maintain confidential and sensitive information
• Ability to comply with District regulations and health requirements
• Ability to multi-task and process a high volume of customers
• Ability to adapt to rapidly evolving technology and environment
• Ability to perform duties with attention to detail, speed, accuracy, follow-through, courtesy, cooperativeness and work with minimum supervision
• Ability to comprehend complex systems and technical information and explain effectively to a wide variety of stakeholders.
• Ability to communicate effectively verbally and written utilizing tact and diplomacy and maintain effective working relationships with district personnel, campus administration, and the general public.
• Ability to maintain effective working relationships with a wide variety of District personnel, and co-workers.

Experience

• Two years of experience with network and device support & administration preferred
• Working experience related to customer support for computer operations. (previous help desk and/or customer service desk experience preferred)
• Working experience related to computer systems, networking, and operating systems.

Major Responsibilities and Duties

1. Work within the district community to promote excellent customer service, effective response times and provide expert insights into general support issues. Use chat, telephone, remote and on-site support to resolve technology issues for staff and students.

2. Collaborate with the campus Instructional Technologists (ITs), Customer Care Specialists and Customer Care Supervisors to resolve issues and complete projects.

3. Utilize the device management system, mobile device management and the identity management system to resolve issues and manage campus hardware and software including deploy applications, remote control computers, image computers and verify inventory 4. Utilize central print management solution in the creation and management of networked printers.

5. Utilize the service management system to track device and network support provided to the campus and provide documentation of corrective action for each trouble ticket.

6. Prioritize and schedule trouble calls to ensure that support is delivered efficiently and within established service timelines.

7. Maintain open communication with the campus ITs and users regarding the status of trouble calls to ensure that end-users are apprised of progress made in providing service to meet individual needs.

8. Assign or re-assign trouble tickets to the appropriate department when applicable.

9. Provide support for all Humble ISD owned end-user district technology devices including but not limited to PCs, laptops, iPads, MacBooks, and Chromebooks for hardware and software issues within established service timelines.

10. Provide support for peripheral computer equipment including laser printers, scanners, document cameras, etc.

11. Provide support for wireless connectivity issues.

12. Provide Active Directory and G Suite account management for all staff and students.

13. Move and/or un-box and setup printers, computers, devices and other peripherals.

14. Assist network and system administrators with network and system troubleshooting and projects.

15. Provide input and feedback to department supervisors concerning support issues and quality of service.

16. Perform maintenance, re-imaging, and other projects as needed during summer break to prepare for start of school year.

Policy, Reports, and Laws 1. Compile, maintain, file, and present all physical and computerized reports, records, and other documents, required in technology. 1. Follow safety standards and conform to state, federal, and local regulations 2. Comply with policies established by federal and state law, State Board of Education rule, and local board policy in the area of required reporting to agencies

School/Organizational Climate

1. Maintain professional behavior, promote a positive image, appearance, and work ethic to represent the District in a positive manner at all times and work in a team environment that supports the vision and mission of the District. 2. Maintain a positive and effective relationship, good judgment, and decision making with coworkers, supervisors, other district personnel, outside agencies and organizations, parents, and the community. 3. Ability to maintain professional behavior, appearance, and work ethic to represent the District in a positive manner at all times and work in a team environment

Communication

1. Maintain a positive and effective relationship with coworkers, supervisor, District officials and employees, vendors, outside agencies and organizations and keep attorney-client information confidential. 2. Provide outstanding customer service. 3. Maintain good judgment and decision making when dealing with supervisor, co-workers, District officials and employees, and outside agencies and organizations.

Other

1. Maintain confidentiality of privileged and sensitive information when received and distributed to appropriate designees as directed by the Technology management.

2. Attend professional growth activities to keep abreast of innovations related to position.

3. Maintain an organized work environment.

4. Responds to after-hours emergencies as needed.

5. Performs other duties as assigned.

Supervisory Responsibility None

Working Conditions

Mental Demands/Physical Demands/Environmental Factors Maintain emotional control under stress Frequent interruptions Workload is deadline driven Repetitive hand motions and prolonged use of computer Frequent district-wide travel Tasks require sitting, standing, bending, walking, and climbing.

Work positions include squatting, extended reach above head to 18 inches, extended reach in front to 30 inches.

Lift and carry equipment weighing up to 50 pounds for a distance of 100 feet.

Requires handling equipment weighing up to 50 pounds while pushing, pulling, lifting, twisting, and reaching while lifting.

Operates a van or pickup on state and city highways up to 50 miles per day to maintain service schedule.

Frequently uses hands and bends wrists, neck, back, and arms.

Occasional prolonged and irregular work hours flexibility with schedule preferred Extended hours or non-business hours may be required due to system upgrades, system failures, system maintenance as to need of not interfere or lessen impact with district operations.

Daily attendance and punctuality are essential functions of the job

The foregoing statements describe the general purpose and responsibilities assigned to this job and are not an exhaustive list of all responsibilities and duties that may be assigned or skills that may be required.

Approved by Date Reviewed by Date