Customer Support Lead Job Vacancy in City of San Antonio San Antonio, TX 78207 – Latest Jobs in San Antonio, TX 78207 – updated today

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Company Name : City of San Antonio
Location : San Antonio, TX 78207
Position : Customer Support Lead

Job Description : Job Summary

Under general direction, is responsible for leading the work of customer service representatives. Provides technical software and hardware direction and support for escalated issues. Responds to Tier II and III support requests. Generates activity and status reports. Working conditions are primarily inside an office environment. Exercises functional supervision over assigned staff.

Essential Job Functions

Problem Resolution: Responds to Tier II and III support via multiple sources such as phone and e-mail. Generates activity and status reports.
Diagnoses escalated customer problems and provides guidance to other team members. Escalates when necessary. Coordinates the resolution of application, hardware and software problems. Assists systems and programming professionals, as needed. Creates temporary solutions until permanent solutions can be implemented.
Recurring Problem Identification and Resolution: Identifies recurring and potential problems. Develops procedures and controls for prevention.
Investigates alternative methods to expedite problem resolution.
Issue Research: Researches trouble issues. Understands technical constraints when exploring options to solve customer problems.
Communication: Documents and coordinates updates on issues to ensure customer satisfaction and productivity.
Vendor Support and Management: Works with vendor technical support personnel on solutions for customers.
Service Level Management: Monitors service-level agreements to ensure that requirements are met or exceeded. Develops customer satisfaction metrics and service procedures with customer input.
Coaching and Mentoring: Coaches and Mentors less experienced personnel.
Supervision and Performance Evaluation: Provides functional supervision over assigned staff. Provides input to staff performance reviews.
Performs related duties and fulfills responsibilities as required.

Job Requirements

Associate’s degree from an accredited college or university.
Four (4) years of relevant IT work experience.
DEPARTMENT SPECIFIC: SAPD Applicants for this position must pass a Criminal Justice Information Systems (CJIS) fingerprint-based background check and maintain CJIS eligibility. Due to CJIS requirements related to system access, the following will result in being disqualified for this position: Felony Convictions, Felony Deferred Adjudication, Class A & B Misdemeanor Deferred Adjudication, Class B Misdemeanor Convictions, an Open Arrest for Any Criminal Offense (Felony or Misdemeanor), and Family Violence Convictions.

APPLICANT INFORMATION:

If selected for this position, official transcripts, diplomas, certifications and licenses must be submitted at the time of processing. Unofficial transcripts and copies of other relevant documents may be attached to the application for consideration in advance.
Please be advised that if selected for this position, information regarding employment history as it relates to the qualifications of the position will be needed for employment verification. Applicants claiming military service to meet the experience requirement for this position may attach a DD214 to the application.
Unless otherwise stated, applicants are permitted to substitute two years of related full-time experience for one year of higher education or one year of related higher education for two years of experience in order to meet the minimum requirements of the job. One year of full-time experience is defined as 30 or more hours worked per week for 12 months. One year of higher education is defined as 30 credit hours completed at an accredited college or university.
Applicants selected for employment with the City of San Antonio in this position must receive satisfactory results from pre-employment drug testing and background checks. If required for the position, a physical, motor vehicle record evaluation, and additional background checks may be conducted.

Knowledge, Skills, and Abilities

Knowledge of basic to moderately complex hardware and software products.
Knowledge of the latest office automation software and network operating systems and Macintosh desktops and laptops.
Skill in problem solving/troubleshooting.
Skill in problem analysis and decision-making.
Skill in Interpersonal professional communications.
Ability to make strong decisions in ambiguous situations necessary to interface with customers.
Ability to pay attention to detail and demonstrate outstanding organizational skills.
Ability to lead by example and motivate others.
Ability to handle trouble calls that include but are not limited to, hardware upgrades, local software installs, printer, scanner, and other peripheral installs, etc.
Ability to establish and maintain effective working relationships with City staff and the general public.
Ability to effectively function in a fast-paced work environment.
Ability to interact with all levels of Management.
Ability to make sound judgment calls and exhibit flexibility in non- standard circumstances.
Ability to communicate clearly and effectively.
Ability to perform all the physical requirements of the position, with or without accommodations.

Work Complexity and Examples

Provides Tier II and Tier III support of high complexity.

Conducts on-site walk-throughs to scope and identify job tasks when working on departmental move requests, new building and new system installations, which occasionally lifting and carrying equipment weighing up to 10 pounds.
Provides timely service interruption communications.
Exhibits excellent follow-up skills to ensure customer satisfaction and recurring call prevention.
Manages both inbound calls and email queues to meet SLAs.
Communicates and maintains good working relationship with customers, team members, and management.
Takes an active part in projects and the responsibilities for projects assigned, for example:
Cell phones management
Stock room inventory
Managing moves (cabling, walk thrus, space determination)
Coordinating recall management efforts.
Performs as a team lead in a fast-paced environment.
Performs Quality Assurance checks on work being completed by staff.
Develops work schedules and manages workloads.
Maintains flexibility in working extended hours to ensure business continuity during events.
Uses Avaya recording tools to obtain an understanding of staff performance and meet with staff to train on areas requiring improvement.
Quantifies and qualifies customer service performance using Avaya and other tools as appropriate.

Benefits Information The City of San Antonio (CoSA) strives to provide a competitive compensation and benefit package to attract and retain a highly skilled workforce. To accomplish this, CoSA offers subsidized health care benefits for active and retired employees, paid disability benefits, paid life insurance, as well as automatic participation in a pension program which is currently matched two to one. For more detailed information, please click on the following link to view Benefits offered by the City of San Antonio: http://www.sanantonio.gov/hr/employee_information/benefits/index.asp
Note:

Part-Time, Temporary, and non-City positions are not eligible for CoSA Benefits.
Holiday and Leave benefits for Pre-K 4 SA positions may be different than what is listed at the above link.

Additional Information The City Of San Antonio is an Equal Opportunity/Reasonable Accommodation Employer. This means that the City does not discriminate on the basis of race, religion, sex (gender), age, disability, national origin, genetic information, or sexual orientation. All individuals are encouraged to apply and compete for jobs with the City of San Antonio.
If you require assistance at any stage of the application process due to a disability, please contact the Human Resources Department so that accommodations may be made to meet your needs. Our telephone number is 210-207-8705 and our fax number is 210-207-2285.

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