Location: Amarillo, TX, Lincoln, NE, or Paducah, KY, CSI office preferred. Open to location discussion.

JOB SUMMARY

Customer Technical Support IIs primary responsibility is providing technical support for CSI customers, internal and external, by staging, installing, and troubleshooting issues in both hardware and software CSI products.

KEY RESPONSIBILITIES

• Monitors the CRM.
• Responds to support calls and prioritizes work activity based on the issue.
• Research, tests, and documents issues requiring development attention.
• Troubleshoots moderately complex CSI product issues and provides issue resolution on servers, databases, and/or applications; serves as an escalation point for other Customer Technical Support employees.
• May build servers as required and/or install the appropriate CSI product for customers; orders equipment, updates hardware, installs software, sets up databases, implements security and ships to customers; takes down old equipment as necessary.
• May participate in disaster testing and recovery activities as required.
• Mentors and train other technical support specialists.
• Perform other duties as required.

PRIMARY RESULTS ACCOUNTABLE FOR ACHIEVING

• Completion and resolution of customer technical issues.
• Positive customer experience.
• Assuring customer access and satisfaction with CSI products.
• Accurate resolution of customer technical support requests.

JOB REQUIREMENTS

Education & Certifications:

Technical education or job knowledge is equivalent to a two (2) year college or trade school.

Experience:

The minimum amount of relevant work experience required to successfully perform the job is at least three (3) years.

Service desk / Help desk and/or workstation support experience required.

Required Skills:

• Mathematical skills
• Communication skills
• Reasoning skills
• Computer skills
• Technical skills
• Administrative skills
• Analytical skills

RELATIONSHIP BUILDING

This position requires regular contact both inside and/or outside the company.

DECISION MAKING

The position requires the use of judgment to plan and perform; general decisions are made to solve a problem or select a course of action for a standard or recognized method of operation.

SUPERVISION RECEIVED

General Supervision. Assignments are both task-oriented and objective-oriented. Work is reviewed for soundness of judgement and overall adequacy and accuracy.

WORK ENVIRONMENT

The work environment characteristics described below are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

Travel: Minimal travel required.

Physical Demands:

The employee must be physically able to perform all essential job duties, with or without reasonable accommodation, and shall be physically able to perform the tasks and/or functions listed above to the extent job related and consistent with business necessity.