Customer Support Center Specialist I

POSITION SUMMARY
This position will serve as a single point of contact for the DTS department while providing service, support, technology solutions, and education to the employees of the Oneida Nation. Provide customer service excellence while following the procedures, guidelines, and computing standards of the Oneida Nation. Perform routine system maintenance of DTS systems. Continuation of this position is contingent upon funding allocations.
DUTIES AND RESPONSIBILITIES:
1. Respond to customer inquiries that come in via phone and radio calls, e-mail, voice mail, fax, and in person.
2. Satisfy customer needs and manage their expectations by resolving issues through one or more of the following: coaching and supplying how-to instructions, troubleshooting problems, providing DTS related information, dispatching support staff, and/or providing options and solutions.
3. Ensure excellent customer service by responding in an empathetic, respectful, courteous, and positive manner.
4. Deliver timely, consistent and quality support by following organizational computing standards and the guidelines of the Customer Support Center including call handling and closing procedures, assessing impact, incident, and service request documentation standards, and escalation procedures.
5. Ensure availability and integrity of organizational systems and data by performing routine system maintenance that includes one or more of the following: user account and password management, monitoring and auditing systems, log reviewing and reporting, data backup and restores, record keeping, and daily checklists.
6. Stay informed about the industry by: attending industry events, participating in webinars and seminars, reading industry publications, cross-training with co-workers, and joining industry-related user groups.
7. Keep supervisor informed by providing regular status reports that include concise summaries of accomplishments, problems, opportunities and concerns.
8. Practice excellent customer service skills at all times to include, but not limited to addressing customer and employee needs courteously and promptly.
9. Adhere to all Tribal Personnel Policies and Procedures, Tribal Standard Operating Procedures, and Area and Program Strategic Plans and Policies.
10. Maintain strict department security, confidentiality, and quality to meet professional standards of the department.
11. The above duties and responsibilities are not an all-inclusive list but rather a general representation of the duties and responsibilities associated with this position. The duties and responsibilities will be subject to change based on organizational needs and/or deemed necessary by the supervisor.
PHYSICAL REQUIREMENTS/WORK ENVIRONMENT:
1. Continuously sit.
2. Occasionally stand, walk, bend/stoop, crawl, reach above shoulder level, crouch, kneel, balance, push/pull, and carry/lift up to one hundred (100) pounds with assistance. Frequently repetitive movement of both hands.
3. Incumbent may be exposed to inclement weather, heat and cold.
4. The Customer Support Center is available seven (7) days a week, twenty-four (24) hours a day. Employee must be able to work varying shifts including nights and weekends as needed. This will also include the ability to be on call as needed.
5. A Tuberculosis (TB) Screening and/or 2 step TB Skin Test is required within thirty (30) days of employment and annually thereafter as required.