Customer Care & Field Services Technology Technician

Las Vegas Valley Water District•San Jose, CA

2d•Onsite

About The Position

Under general supervision, performs real time first- and second-level problem resolution for a wide variety of Customer Care call center equipment and applications; provides support for assigned applications; assists and trains call center and other users; and performs related duties as assigned. The ideal candidate will be proficient at diagnosing general computer problems related to hardware and software for Customer Care and Field Services (CC&FS) staff; demonstrates a solid understanding of foundational technical concepts, including databases, data workflows, system integrations, and common software architecture principles; demonstrate strong task management and prioritization skills when balancing multiple technical issues in a fast-paced team environment; coordinate effectively with Information Technology (IT) on hardware/software implementations, maintenance activities (both scheduled and unscheduled), and testing; follow up diligently on ongoing and long-term issues with clear, professional communication; possesses the ability to bridge technical and business communication through clear, audience-appropriate messaging; adapt readily to varying schedules and shifting priorities; and possess a genuine enthusiasm for continuous learning — including a willingness to obtain CompTIA A+ certification within the first 6 months (or already have it) — while building proficiency across a broad range of software tools, including Microsoft 365 applications. The candidate hired will be required to pass a drug screening, background check and may be required to pass a job-related physical evaluation.

Requirements

Associate's degree in computer technology or the equivalent coursework in a trade or vocational school.
Two years of progressively responsible experience in IT hardware and software support, preferably in a call center environment.
Proficiency at diagnosing general computer problems related to hardware and software.
Solid understanding of foundational technical concepts, including databases, data workflows, system integrations, and common software architecture principles.
Strong task management and prioritization skills.
Ability to coordinate effectively with Information Technology (IT).
Ability to follow up diligently on ongoing and long-term issues with clear, professional communication.
Ability to bridge technical and business communication through clear, audience-appropriate messaging.
Ability to adapt readily to varying schedules and shifting priorities.
Willingness to obtain CompTIA A+ certification within the first 6 months (or already have it).
Proficiency across a broad range of software tools, including Microsoft 365 applications.
Knowledge of call center business and office procedures supported by system applications.
Knowledge of various applications and software packages used in the call center, including Avaya IC, customer billing and information (CCB), Avantis, Viryanet dispatch and web self-service.
Knowledge of Windows PC hardware, operating systems and characteristics.
Knowledge of standard principles and practices of computer platform and network operating systems.
Knowledge of methods and techniques for the installation and configuration of hardware, software and network connectivity.
Knowledge of methods and techniques for troubleshooting and determining the causes of hardware and software problems and device errors and failures.
Knowledge of research techniques, methods and procedures.
Knowledge of basic filing and recordkeeping methods and techniques.
Knowledge of effective customer service practices and etiquette.
Knowledge of safe work practices and District safety policies.
Ability to operate computer and peripheral equipment.
Ability to obtain accurate and complete information from customers, in person and by telephone, to identify their needs and problems and develop responses and solutions.
Ability to follow and apply written and oral work instructions.
Ability to communicate effectively, orally and in writing.
Ability to establish priorities and balance responsibilities for multiple activities to ensure timely, high-quality results.
Ability to work independently under limited supervision.
Ability to make sound independent judgments within established guidelines.
Ability to keep technical skills current to meet continuing work responsibilities.
Ability to establish and maintain highly effective customer-focused working relationships with division managers, supervisors and staff, Information Systems staff and others encountered in the course of work.
A valid Nevada driver's license and ability to maintain insurability under the District's Vehicle Insurance Policy.
A CompTIA A+ certification is required for appointment to this class.

Nice To Haves

Experience preferably in a call center environment.

Responsibilities

Performs real time first- and second-level problem resolution for a wide variety of Customer Care call center equipment and applications.
Provides support for assigned applications.
Assists and trains call center and other users.
Diagnoses general computer problems related to hardware and software for Customer Care and Field Services (CC&FS) staff.
Coordinates effectively with Information Technology (IT) on hardware/software implementations, maintenance activities (both scheduled and unscheduled), and testing.
Follows up diligently on ongoing and long-term issues with clear, professional communication.
Installs and configures call center equipment and software.
Diagnoses, troubleshoots and resolves hardware, software and connectivity problems and failures of varying difficulty efficiently and effectively.
Prepares and maintains documentation of work performed, records and reports.