Customer Service Technician II

Northwest Bancorp, Inc.•Columbus, OH

71d•Onsite

About The Position

The Customer Service Technician II is the midlevel midcareer position at the help desk for seasoned and highly skilled technicians. In general the CST 2 position is the first-line of support and response to client service requests. Technicians provide direct one-on-one phone based and occasional on-site support to clients. They begin the process of characterizing and diagnosing customer problems by collecting information via direct questioning and utilizing a variety of best-in-class management platforms and remote access tools. Then, they apply logical troubleshooting methodologies along with IT knowledge and experience, and practical abilities to resolve the issue and close the case or escalate the issue as appropriate. This position is eligible for a shift differential.

Requirements

Associate's Degree Computer related field Or
Technical Degree Computer related field
2 - 6 years Northwest IS department Or
3 - 5 years Customer Service experience
Modern conference room technology experience
Ability to establish effective working relationships among team members and participate in solving problems and making decisions
Ability to present and express ideas and information clearly and concisely in a manner appropriate to the audience, whether oral or written
Ability to actively listen to what others are saying to achieve understanding, sharing information with others and facilitating the open exchange of ideas and information
Ability to establish courses of action for self to accomplish specific goals, develop and use tracking systems for monitoring own work progress, and effectively use resources such as time and information
Ability to make right decisions based on perceptive and analytical processes, practicing good judgment in gray areas
Ability to adapt to changing business priorities
Ability to write the basis for manuals, documentation, and procedures to be used by other IT personnel or end users
Knowledge of one or more core Northwest systems or applications
Knowledge of PC hardware, server hardware, printers and other periphery hardware
Knowledge of PC and server operation systems such as windows 10 and Server 2016
Knowledge and technical understanding of Windows 10 in a networked Active Directory environment
Knowledge and technical understanding of Microsoft productivity applications such as the Office Suite
Knowledge and technical understanding of browser based technology
ITIL Fundamentals And
Microsoft Certifications Or
COMPTIA Certifications
Required IT FUND CERT

Responsibilities

Execute professional customer service techniques and consistently provide the hight level of customer service with a friendly and patient demeanor
Respond to and resolve inquires and service requests utilizing Support Services procedures, policy manuals, knowledge management system (KMS) and other reference materials to meet department metrics
Create and follow documented procedures
Adhere to written infrastructure and applications security procedures
Propose modifications to KMS processes, and procedures, which will be leveraged by the Support Services team members as they troubleshoot issues on a daily basis.
Support normal account creation and maintenance functions, and specialized account creation and maintenance where necessary
Provide first level support to infrastructure and line-of-business applications
Support campus and branch infrastructure performance and availability principles
Assist with other IT related special projects without supervision as determined by business need
Participate in ongoing customer service and sales training
Handle service requests dealing with medium or high complexity or outside vendors
Meet and strive to exceed Support Services Key Performance Indicators (KPIs) including but not limited to utilization, take-over percentage, SLA performance, and proper case documentation
Document all customer inquires and their resolutions in the IT service management application according to standard practice
Inform management of critical customer facing issues and estimated time to resolution
Investigate, diagnose, and provide resolution to all inquiries and service requests by working effectively and in collaboration with other teams
Escalate customer inquiries in a timely manner when additional research or analysis is necessary
Assist in the execution of migration to new software and hardware, such as new operating systems and upgraded equipment
Act as mentor to Customer Service Technician I
Work on remote projects with supervision
Assist with technical support projects such as new branch openings
Work during scheduled, rotating weekend and night work
Ensure compliance with Northwest's policies and procedures, and Federal/State regulations
Navigate Microsoft Office Software, computer applications, and software specific to the department in order to maximize technology tools and gain efficiency
Work as part of a team
Work with on-site equipment
Additional projects as needed
Participate in ongoing training
Abide by the rules of the safety and loss prevention program
Perform work tasks in a safe manner
Report any and all injuries to supervisor
Know what to do in case of an emergency