Customer Care & Field Services Technology Specialist

                             Customer Care & Field Services Technology Specialist

INTRODUCTION: Human Resources will screen applications and supplemental questionnaires. Candidates possessing the strongest skills and experience for this position will be forwarded to the hiring department for further evaluation and to determine who will be invited to the formal interview process. The candidate hired will be required to pass a
drug screening, background check and may be required to pass a job-related physical evaluation.

Hours of Work: 4/10's, 7am-6pm, Mon-Thurs.
 

The ideal candidate will have three years of responsible information technology experience including experience in performing complex user support services. Must have project management experience. Have the ability to analyze data and be an analytical thinker; be innovative in approach and stay abreast of emerging technologies. Have the ability to troubleshoot and resolve equipment and application issues on a real time basis to both internal and external customers. Call Center, SQL experience, technical documentation, process automation, and report building experience is highly desirable.

GENERAL PURPOSE
Under general supervision, provides a wide variety of difficult and highly responsible technology support for sophisticated Customer Care call center equipment and applications; writes a variety of standard to complex  database queries to support business operations; coordinates and participates in development and implementation of  technology solutions to meet departmental business and operational requirements; provides a variety of user support and training; and performs related duties as assigned.

DESIRED MINIMUM QUALIFICATIONS
Knowledge of:
Principles, concepts and practices of business process and systems analysis; call center business and office  procedures supported by system applications; various applications and software packages used in the call center, including Avaya IC, customer billing and information (CCB), Avantis, Viryanet dispatch, web self-service, quality monitoring (NICE) and workforce management (IEX); operations, functionalities and limitations of call center
telephony hardware and software; basic principles of database design and structure; query development tools, methods and standard languages; standard computer platforms and peripherals; standard word processing, spreadsheet and presentation business software applications; methods and techniques for troubleshooting and determining causes of hardware and software problems; principles and practices of sound business communication; standard principles and practices of applications software testing and quality assurance; principles, practices, processes and tools used in project management; basic principles and practices of effective team leadership; effective customer service practices and etiquette; safe work practices and District safety policies.

Ability to:
Organize, set priorities and balance responsibilities for multiple activities and projects to ensure timely, high quality support for call center staff; read, understand, interpret, explain and apply business and technical information, evaluate issues and alternatives and reach sound independent conclusions within established guidelines; obtain accurate and complete information from users to identify their needs and problems and develop responses and  solutions; troubleshoot and diagnose software problems; design and develop database queries to provide information on issues and business operations; design and create management reports; communicate clearly and effectively to technical and non-technical personnel, orally and in writing; prepare clear, concise and accurate
reports, documentation and other written materials; use tact and diplomacy when dealing with sensitive, complex and/or confidential issues and situations; perform basic project management responsibilities; work collaboratively with department and Information Systems team members to ensure project accountability and success; keep technical skills current to meet continuing work responsibilities; establish and maintain highly effective working relationships with all levels of department and Information Systems staff, consultants and others encountered in the course of work.

Training and Experience:
A typical way of obtaining the knowledge, skills and abilities outlined above is graduation from a four-year college or university with major coursework in information systems, computer science, mathematics or a closely related field; and three years of responsible information technology experience including experience in performing complex user
support services; or an equivalent combination of training and experience. Experience in a large call center or government or public utility setting is highly desirable.

Licenses; Certificates; Special Requirements:
A valid Nevada driver's license and ability to maintain insurability under the District's Vehicle Insurance Policy may be required for certain assignments. 

The physical and mental demands described here are representative of those that must be met by employees to successfully perform the essential functions of this class. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Physical Demands
While performing the duties of this class, employees are regularly required to sit, walk and stand; talk or hear, in person and by telephone; use hands to finger, handle, feel or operate computers and other standard office equipment; and reach with hands and arms.
Specific vision abilities required by this job include close vision and the ability to adjust focus.

Mental Demands
While performing the duties of this class, employees are regularly required to use written and oral communication skills; read and interpret data, information and documents; analyze and solve difficult and ambiguous problems; observe and interpret people, conditions and situations; learn and apply new information or skills; perform highly
detailed work under changing, intensive deadlines on multiple concurrent tasks; and interact with all levels of department and Information Systems staff, vendors, contractors and others encountered in the course of work.