Job Openings >> Customer Service Tech, Melrose
Customer Service Tech, Melrose
Summary
Title:Customer Service Tech, Melrose
ID:1463
Full-time or Part-time:Part-time
Salary Range:$14.25 per hour
Education and-or Experience:High school diploma/GED; AND two (2) years of technology assistance/operations experience
Education and-or Experience II:Must be able to work 24 hours per week; Must be able to work evenings and weekends.
Branch or Department:The Dorothy Lumley Melrose Center for Technology, Innovation & Creativity
Location:101 E. Central Blvd., Orlando FL 32801
Closing Date:04/04/2019
Description
SUMMARY: 
Under general supervision, performs a variety of public service duties involving technology and computers; assists the public with their technological needs and issues.

ESSENTIAL FUNCTIONS: 
This class specification lists the major duties and requirements of the job and is not all-inclusive. Incumbent(s) may be expected to perform job-related duties other than those contained in this document and may be required to have specific job-related knowledge and skills.

This class specification lists the major duties and requirements of the job and is not all-inclusive.  Incumbent(s) may be expected to perform job-related duties other than those contained in this document and may be required to have specific job-related knowledge and skills.

  • Introduces, assists and trains customers in general use of library computer resources.
  • Monitors computer stations and offers assistance to library customers.
  • Interprets requests from customers to initially determine requirements.
  • Provides information as to the basic operation of public access computers, software programs, remote access to Library's services and downloadable media.
  • Responds to inquiries from customers relating to computer operation; performs basic troubleshooting routines on public computers, laptops and other devices including resolution of printing problems, loose connections, and rebooting systems as required; reports the need for more extensive maintenance or repair.
  • Maintains current awareness of and familiarity with new software programs, electronic resources, computer equipment and downloadable media.
  • Explains training options and opportunities and assists customers in locating, accessing and using information provided through electronic resources; provides prepared materials, as appropriate, to guide customers in the use of electronic resources available in location and through remote access; assists customers registering for classes and programs.
  • Assists patrons and staff in signing up for classes, Melrose and studio orientations, circulation desk activities, customers to check out or check in equipment; studio bookings, checks condition of equipment, assess late and damage fines, processes customer requests for reservations on equipment.
  • Responds to basic information inquiries from customers by utilizing appropriate electronic or print sources; seeks assistance for more complex search strategies or for selection of additional resources, as required; assists patrons with questions regarding Library Account(s).
  • Contributes to the efficiency and effectiveness of the unit's service to its customers by offering suggestions and directing or participating as an active member of a team.
  • Demonstrates courteous and cooperative behavior when interacting with public and staff; acts in a manner that promotes a harmonious and effective workplace environment. 

QUALIFICATIONS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

Education and Experience: 

High school diploma/GED; AND two (2) years of technology assistance/operations experience; OR an equivalent combination of education, training and experience as determined by Human Resources.

Required Certificates, Licenses, and Registrations: 

  • None

Required Knowledge and Skills: 

Required Knowledge:

  • Standard personal computer system hardware and business application software operating capabilities and limitations.
  • Microsoft Windows, Mac OS X, iOS and other operating systems.
  • Use of specified computer applications involving word processing, office automation and/or standard report generation.
  • Standard office practices and procedures, including filing and the operation of standard office equipment.
  • Record keeping principles and practices.
  • Techniques for dealing with a variety of individuals, in person and over the telephone.
  • Correct business English, including spelling, grammar and punctuation.

Required Skills:

  • Using and instructing others in the use of computer hardware and software.
  • Troubleshooting and correcting computer hardware and software problems.
  • Organize own work, set priorities and meet critical deadlines.
  • Use tact, discretion and prudence in dealing with those contacted in the course of the work.
  • Maintaining accurate records of work performed.
  • Preparing clear and concise documentation, user instructions, reports, correspondence and other written materials.
  • Contribute effectively to the accomplishment of team or work unit goals, objectives and activities.
  • Working without close supervision in standard work situations.
  • Establishing and maintaining effective working relationships with those contacted in course of the work. 

SUPERVISION RECEIVED AND EXERCISED: 

Under General Supervision - Incumbents at this level are given assignments and objectives that are governed by specifically outlined work methods and a sequence of steps, which are explained in general terms. The responsibility for achieving the work objectives, however, rests with a superior. Immediate supervision is not consistent, but checks are integrated into work processes and/or reviews are frequent enough to ensure compliance with instructions.


PHYSICAL/MENTAL REQUIREMENTS: 

The physical demands described herein are representative of those that must be met by an employee to successfully perform the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The physical demands described herein are representative of those that must be met by an employee to successfully perform the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Mobility to work in an office setting, use standard office equipment and stamina to sit for extended periods of time; strength to lift and carry up to 30 pounds; vision to read printed materials; and hearing and speech to communicate in person or over the telephone. Work is subject to exposure to electrical currents and shock.
WORKING ENVIRONMENT: 
Work is performed in an office setting.
 

I understand it is my responsibility to uphold the Library System's mission and values in the pursuit of all duties including:

  • Respect for the individual, our organization and the community
  • Excellence in everything we do
  • Integrity in our actions with others
  • While providing excellent customer service to all internal and external customers
2019/03/22
This opening is closed and is no longer accepting applications
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