JOB SUMMARY

Location: Amarillo, TX; Austin, TX; Fort Collins, CO; Paducah, KY; Lincoln, NE, Open to discussion.

Customer Technical Support IIs primary responsibility is providing technical support for CSI customers, internal and external, by staging, installing, and troubleshooting issues in both hardware and software CSI products.

Customer Technical Support II's work directly with CSI's Managed Services clients and are responsible for fielding Desktop Support level client issues while providing best practice solutions before escalating the ticket. You are responsible for ensuring that the issue is resolved in a responsive manner, to the client's satisfaction, and meets service level agreements. This position is a hands-on technical role that comes with many benefits such as working with an innovative team, a strong focus on goal achievement, integrating the latest technologies, and working in an ever-changing fast-paced environment.

KEY RESPONSIBILITIES

• Monitor, analyze, and resolve desktop level incidents for CSI’s Managed Services clients.
• Field client phone calls, emails and create tickets.
• Ensure all tickets are updated with accurate information.
• Resolve client tickets.
• Escalate tickets to appropriate escalation queue when needed.
• Communicate technical issues and resolutions with clients in business terms.
• Train and mentor new employees as needed to ensure their success in the team.
• Perform other duties as required.

PRIMARY RESULTS ACCOUNTABLE FOR ACHIEVING

• Completion and resolution of customer technical issues.
• Positive customer experience.
• Assuring customer access and satisfaction with CSI products.
• Accurate resolution of customer technical support requests.

JOB REQUIREMENTS

Education & Certifications:

Technical education or job knowledge is equivalent to a two (2) year college or trade school.

Windows OS certifications are preferred.

SDI or HDI certifications are preferred.

Experience:

The minimum amount of relevant work experience required to successfully perform the job is at least three (3) years.

Previous help desk or service desk experience is required.

Prior experience with a Managed Service Provider is preferred.

Prior experience with Active Directory is preferred.

Previous experience in the banking or Fintech industries is preferred but not required.

Required Skills:

• Mathematical skills
• Communication skills
• Reasoning skills
• Computer skills
• Technical skills (General SQL)
• Administrative skills
• Analytical skills

RELATIONSHIP BUILDING

This position requires regular contact both inside and/or outside the company.

DECISION MAKING

The position requires the use of judgment to plan and perform; general decisions are made to solve a problem or select a course of action for a standard or recognized method of operation.

SUPERVISION RECEIVED

General Supervision. Assignments are both task-oriented and objective-oriented. Work is reviewed for soundness of judgement and overall adequacy and accuracy.

WORK ENVIRONMENT

The work environment characteristics described below are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

Travel: No Travel Required.

Physical Demands:

The employee is regularly required to sit, talk, and hear, and use hands to finger, handle or feel. This position requires the ability to occasionally lift or move up to 10 pounds. This position requires close vision (clear vision at 20 inches or less) and the basic need to look at a computer screen 8 hours a day.

For Colorado Applicants:

Colorado Applicants Only: The pay range for this position is $50,000 - $55,000 per year; base pay offered may vary depending on job-related knowledge, skills, and experience and market location. You can find out about our benefits at www.CSIWeb.com/Careers. This information is provided per the Colorado Equal Pay Act.

CSI is proud to be an Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity, sexual orientation, national origin, age, disability, veteran status, genetics, or any other legally protected basis.