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City of Meridian

33 E. Broadway Ave
Meridian , ID
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Customer Support Specialist

City of Meridian
Meridian, ID Full time
Posted on May 10, 2018

Job Title:                    Customer Support Specialist

Department:              Community Development

Reports To:               Development Services Manager

Open Date:                May 9, 2018

Close Date:                Open Until Filled

Hiring Range:            $15.09 - $19.27 per hour, DOE

Salary Range:            $15.09 - $22.62 per hour, DOE         

 

Job Summary: 

The Customer Support Specialist provides customer service, process analysis and improvement, and technical support for the Community Development (CD) Department’s Electronic Plan Review (EPR) and Land Development (LD)  Software Systems. The incumbent is responsible for providing these supportive services to the department’s staff and customers, internally and externally, for user friendly, function, and reliable EPR and LD software systems. The incumbent will work closely with CD and IT department staff, to understand and define business needs, analyze processes, recommend solutions, plan for the implementation and integration of solutions into current business processes, provide communication and training on solutions, and provide on-going support.  The Customer Support Specialist works under minimal supervision under the Development Services Manager.

 

Essential Duties & Responsibilities:

Serves as the Department’s subject matter expert for the Electronic Plan Review (EPR) and Land Development (LD) software systems;

Analyzes processes, applications and user requirements to define needs for automation or improvements to existing systems and/or processes;

Develops and facilitates training;

Provides user support (internal/external customers, vendors, and city staff), within the scope of the position, and escalates more complex issues to the IT Department;

Works collaboratively with IT to coordinate EPR and LD software system technical issues, maintenance, upgrades, and new installations;

Plans and oversees the Department’s EPR and LD software system expansion, enhancements, and modifications;

Troubleshoots the Department’s EPR and LD software systems;

Develops and applies test plans and insures quality before new systems changes are accepted;

Develops and maintains standard operating procedures for the departments EPR and LD software systems;

Provides technical expertise on EPR and LD software system problems, troubleshooting, and resolution;

Communicates with supervisor, employees, customers, other departments, vendors, and agencies to coordinate work activities, collaborate, exchange information, or resolve problems; leads by example demonstrating City CARE values and promoting teamwork;

Gathers requirements and provides to IT for any software interfaces between major systems and any subsidiary systems, websites, web pages and the CD intranet page(s);

Works collaboratively and closely with CD staff on day to day business processes;

Reviews business processes to ensure adherence to procedures and to improve or streamline workflow by suggesting changes;

Trains CD staff on updated processes;

Tracks and fully documents processes and changes for functional and business specifications;

Writes detailed procedures for permanent records and for use in training;

Ensures data integrity by developing, maintaining and executing quality control processes;

Liaisons with IT for technical support;

Tracks and monitors business-related issues to ensure follow-up by team members and IT on technical issues;

Directs and/or performs end-user testing;

Uses measurement tools to obtain feedback about customer experiences;

Assists with developing best practice and process strategies for improving customer service results, both internally and externally;

Responsible for preliminary testing and troubleshooting of electronic applications/interfaces;

Serves as a liaison between other City departments, Department sections or applicable outside agencies communicating process recommendations and improvements, updates, technology changes or process changes;

Assists with public outreach in planning, organizing and implementing programs and communications;

Perform other duties as assigned or needed.

 

Job Specifications:

High School Diploma or GED and a minimum of five years’ experience in customer service and/or office/clerical support experience in the building and construction trades or any combination of experience and training which provides the equivalent scope of knowledge, skills and abilities necessary to perform the work;

Minimum two (2) year of demonstrated experience working to effectively troubleshoot and problem solve. This includes being able to work independently to analyze the situation, identify obstacles, obtain key pieces of information, and apply knowledge gained to rectify situations and gain mutual resolution;

One year experience in basic technical support role preferred;

Proficiency in using the functionality of a Land Development and/or Electronic Plan Review software system;

Foundational knowledge of computer system operations, including basic operating system function, office suite, and web browsers;

Proficiency in the following skills: communication both written and verbal, listening, analytical, typing, and the ability to grasp and communicate complex ideas;

Troubleshooting and critical thinking skills.

 

Knowledge, Skills & Abilities:

Knowledge of Land Development and/or Electronic Plan Review software systems;

Advanced Computer Skills including Microsoft Office Suite (Word, Excel, Outlook, Visio);

Knowledge of procedures for troubleshooting basic software issues; and techniques for explaining technical concepts and procedures to non-technical users;

Understanding of and ability to use process management to standardize and improve processes;

Excellent work ethic, initiative, and work organization;

Ability to exercise independent judgement;

Ability to work under time constraints and manage priorities appropriately;

Ability to effectively and efficiently apply problem-solving and decision-making skills;

Must demonstrate the ability to collaborate and work effectively with others;

Ability to handle customer concerns or complaints skillfully and respectfully;

Employ cooperative behavior with supervisors, colleagues, vendors, and contractors at all times;

Ability to learn basic purchasing rules and procedures;

Proficient technical writing skills;

Ability to learn and implement Continuous Process Improvement practices;

Ability to maintain working relationships with other functional groups (IT Department, Vendors, Internal and External Customers) to provide necessary support and expertise to meet business needs;

Ability to maintain records and prepare activity reports.

 

Certifications/Licenses:

Must have and maintain a valid Idaho Driver’s License.

 

Work Environment and Physical Demands:

Work is performed primarily in an office environment with moderate noise level with many interruptions.  The employee in this class is frequently subject to inside environmental conditions, which provide protection from weather conditions but not necessarily from temperature changes, and is occasionally subject to outside environmental conditions; 

Constantly requires sitting at a desk for long periods of time, up to 8 hours and ability to lift up to 20 lbs.;

Constantly requires clarity of speech and hearing, which permits the employee to communicate effectively;

Constantly requires clear vision to read printed materials and computer screen to accomplish work;

Constantly requires repetitive movement of the arms, wrists, hands, and/or fingers;

Constantly requires sufficient personal mobility and physical reflexes, which permits the employee to function in a general office environment to accomplish tasks.

 

Travel Requirements:

Local travel is occasionally required;

Out of town travel may be required for training purposes;

May require using own vehicle for transportation to and from City sites and meetings.

 

 

 

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