IS Customer Support Specialist at Watertown

Job Description

The IS Customer Support Center (CSC) Specialist services customers as well as mentors and guides a team of 2 6 IS CSC Support Specialists, providing guidance, mentoring, training, and on call support. The IS Customer Support Specialist works with management to meet team production goals, and to identify and address challenges and impacting the teams ability to meet those goals.

The IS Customer Support Specialist performs under the general supervision of the Team Leader and Manager while working with IS CSC Specialists, and peers in all THP areas to service customers as well as identify, design and implement process and procedure changes to support the business, as needed or directed. This individual also facilitates timely, accurate and cooperative communication between the team, IS management, the end-user community and Tier 2 Support, delivers the execution of IT Global Event and Crisis Management processes, and performs essential department production tasks to support established department service levels.

Job Requirements

EDUCATION:

• Associates Degree and/or equivalent combination of experience and professional training required.

EXPERIENCE:

• Technical certification in one or more current Microsoft Windows operating systems, Network Administration, A+, Network +, Microsoft Certified Desktop Technician or equivalent preferred, with a minimum of 2 years experience in technical customer service and support role, preferably in a call center environment.
• Proficient level understanding of call center operations
  
• Proficient level understanding and skill with call tracking and documentation systems.
  
• Proficient level understanding of technical support concepts.
  

Skill requirements (include complexity of position and specify whether the job regularly requires independent judgment and discretion):

• Demonstrated proficiency in, the following technical concepts or applications:
  
• Network Services - File and Print, Storage, IP addressing, RAS, LAN/WAN
  
• Client/Server vs. Desktop Environment Profiles, Policies,
• Scripts, Local vs. Centralized
  
• Configuration and Management
  
• Interoperability between SW/OS and PC HW devices and drivers, NW services and peripherals
  
• Information Security Access control, authentication, threat prevention and user education
  
• Remote Control and Diagnostic tools
  
• Decision Trees and Root Cause Analysis
  
• Remote software deployment tools
  
• Enterprise Email and Calendaring groupware
  
• Microsoft Office Suite Word, Excel, PowerPoint, Visio and Access
  
• Microsoft Management Console
  
• Microsoft Active Directory Services
  
• Technical ability to install configures and troubleshoots HW/SW and OS problems and issues.
  
• Basic HP (Hewlett Packard) Laser jet printer troubleshooting, configuration, maintenance and repair.
  
• General understanding of Broadband, Dial-Up and DSL connectivity and equipment and common home and public facility (hotel, hospital, etc.) network configurations.
  
• Dependencies and relationships of THP core applications (TAHPMaster, Macess, Diamond, etc.) to the IT infrastructure and to THPs business operations
  
• Familiarity with all THP currently deployed standard desktop and laptop equipment and peripherals.
  
• Solid understanding of THP policies and procedures relating to the use, access to and acquisition of THP computing equipment, resources, data, service and support.
  
• Alphanumeric keyboarding at a speed of 25 wpm or greater.
  

Interpersonal skills (include personal interaction):

• This individual must also have strong customer service and effective oral and written communications skills
  
• Ability to quickly learn and implement complex technical processes
  
• Proficient ability to effectively communicate technical instructions and information to team members and end-users.
  
• Advanced ability to maintain composure, focus and professionalism during difficult customer encounters and/or crisis situations.
  
• Proficient ability to work independently but productively, and cohesively with team members, end users, and THP colleagues at all levels of skill, seniority and role, without regard to gender, race, culture, creed, ethnicity or age, fostering an atmosphere of trust, competency and respect.
  
• Proficient organizational skills, with ability to self-prioritize work, multitask; adjust to changing priorities, and to function in a fast-paced, dynamic environment.
  
• Proficient ability to build, maintain and support positive and productive relationships with customers, colleagues and team members, acting as an advocate for customers and team members within the IS organization.
  
• Ability to create and deliver basic presentations to small groups of 2 5 people.
  
• Effective oral and written communication skills.
  
• Proficient negotiating and influencing skills.
  
• Basic process and procedure knowledge
  
• Must be flexible and a proponent of change.
  

Confidential data:

All information (written, verbal, electronic, etc.) that an employee encounters while working at Tufts Health Plan is considered confidential. Will be exposed to and required to deal with highly confidential and sensitive material. Must adhere to corporate compliance policy, department guidelines/policies and all applicable laws and regulations at all times.

Working Conditions or Additional requirements (include special requirements, e.g., lifting, travel, overtime)

Will be required to provide On Call support as assigned, when the department is closed, typically weekends, holidays, and from 5:00 pm 7:00 am weekdays. This requires carrying a pager and/or 2-way radio/cell phone, and a THP laptop with essential software and configuration required to perform all IS CSC support tasks, at all times while on call. Also, supply the ISCSC Manager and Team Leader with a personal phone number where they may reached after hours in the event of an emergency or failure of the on call alert system.
Requires prolonged periods of sitting, and ability to wear a telephone headset to perform job duties.
Must have the ability to clearly communicate both orally and in writing in the English language, and to be clearly understood via telephone.
Requires the ability to stay focused in a dynamic environment, and able to quickly adapt to changes.
Requires strong aural, verbal and visual abilities.
May sometimes require the ability to move or lift objects up to 50 lbs. without assistance, and to maneuver under, around and behind office furniture and telecommunications wiring assemblies to repair, replace, relocate or troubleshoot issues with network and PC hardware peripherals.
Department hours of operation are 7:00 am 5:00 pm Monday through Friday. Work schedule includes one-hour lunch period. Will occasionally need to work after-hours to support departmental projects and initiatives. Schedule may vary to maintain proper support coverage, based upon business needs. May occasionally be required to travel between campuses.
Must have digital dexterity and communication skills to enable reasonably accurate data entry while conversing via telephone.

Country: USA, State: Massachusetts, City: Watertown, Company: Tufts Health Plan.