CLACKAMAS COUNTY

CLASSIFICATION NO. 667
Established: 07/99
FLSA: Non-Exempt
EEO: 3

CALL CENTER SPECIALIST

CLASS CHARACTERISTICS

Under general supervision, to provide initial call center assistance for County users on software and hardware problems; to maintain call center database records and compile reports; to develop users resource manuals and guides; and to do other work as required.

DISTINGUISHING CHARACTERISTICS

The Information Services Department provides computing services to County departments and other public and private agencies. The department is made up of three divisions: Computer Services, Support Services, and Electronic Services. The Computer Services Division is divided into four sections: Applications Programming, Computer Operations, Special Projects, and Geographic Information Systems. The Support Services Division is divided into three sections: Technical Services, Network Services, and User Services.

The Call Center Specialist is the initial contact for technical computer support. The incumbent resolves basic software and networking issues. This position maintains the call center system which tracks and schedules user requests and calls for service. The Call Center Specialist also maintains a resource file with pending solutions to user inquires. This resource is also accessed by other staff and is used to generate user manuals and guides.

The Call Center Specialist differs from the Support Center Analyst who provides advanced technical computer support for call center users and resolves application and networking issues through remote control access of personal computers. The Call Center Specialist also differs from the Computer Operator that maintains connectivity to the mainframe and system servers, runs applications and programs for computer operations, and provides limited user support.

TYPICAL TASKS

Duties may include but are not limited to the following:

  1. Provides initial call center assistance to users, system administrators, and other County staff through telephone, e-mail, or written requests; clarifies the nature of software or network problem or request for service; accesses established resources to determine solutions; schedules technical support staff for service calls and requests through call center system; refers complex or unusual problems to appropriate Information Services staff.
  2. Maintains the call center system database; enters information regarding on the nature, quantity, and resolution of user inquiries and problems; assists other staff in accessing information from the call center system.
  3. Develops and maintains specific resource files for user and network administrator manuals and user guides; updates and maintains information databases on available resources through research of on-line (internet) sources, trade magazines, and various other venders and resources.
  4. Acts as backup for Computer Room; operates mainframe computer systems and related equipment; reads, interprets, and enters program instructions for batch processing jobs; cleans and maintains mainframe computers and related equipment.

REQUIRED KNOWLEDGE AND SKILLS

Working knowledge of: Operation of computer hardware, software, and related equipment; department data processing, network resources and software requirements; policies of network and data processing system management and security; principles and techniques of interpersonal and public relations; record keeping procedures; data entry and retrieval techniques; principles and practices of data collections and database management.

Skill to: Communicate effectively, both orally and in writing; assess need of users and determine appropriate course of action; establish and maintain effective working relationships with outside departmental staff, end users, networking staff, and technical support staff; promote cooperation and information sharing; maintain accurate records; perform accurate data entry to maintain database of solutions and resolutions; use call center system to record users calls and schedule classes; access relevant data to resolve issues and problems; compile and maintain reports for management.

WORKING CONDITIONS

Incumbent typically works in a variety of setting and locations. Work may require the ability to bend, crawl, climb, stoop and be available at sites to provide client support in the installation, repair and maintenance of hardware and software. Incumbent may be required to lift or move personal computers, terminals and peripheral equipment which may weigh up to fifty pounds. Frequently works early and late hours to meet time lines, provide off-hour upgrade and maintenance, and respond to emergency situations.

OTHER REQUIREMENTS

Must successfully pass a criminal history check which may include national or state fingerprint records check.

Employment is contingent upon passing a post-offer physical assessment. Accommodation requests will be reviewed on an individual basis in compliance with state and federal legislation.

Driving may be necessary for County business. For position(s) with occasional/incidental driving, incumbents must possess a valid driver's license. Accommodation requests for an acceptable alternative method of transportation will be reviewed on an individual basis in compliance with State and Federal legislation. For position(s) with regular driving, incumbent(s) must also possess and maintain an acceptable driving record throughout the course of employment.

MINIMUM RECRUITING STANDARDS

Any satisfactory combination of experience and training that demonstrates possession of the required knowledge and skills.