Technical Support Specialist II

Technical Support Specialist II

Technical Support Specialist II
Location: Ithaca, NY

Provides technical support to clients, answering questions on

function and usage of product via the telephone, internet and/or email. Serves as primary support liaison between CBORD and the client. Communicates with support center staff regarding product issues, including the escalation of undocumented or unknown issues. Possesses excellent knowledge of CBORD products. Operates under general supervision. Usually requires two to five years of product support experience.
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, skills and/or

abilities required. Reasonable accommodations may be made to enable

individuals with disabilities to perform the essential functions.
? Good verbal, written, and telephone communication skills.
? Good organizational and time-management skills.
? Good technical problem-solving skills and the ability to learn and

troubleshoot software applications.
? Ability to communicate solutions in a concise manner.
? Ability to work independently and apply discretion while solving problems.
? Ability to work in a team environment.
? Desire to provide all clients (internal and external) a positive service

experience.
? Demonstrates proficiency with computer programs including Microsoft

Word, Excel, and Outlook, or clearly demonstrates the ability to pickup

such skills quickly.
? Portrays a positive, solution-oriented attitude in the workplace.
EDUCATION and/or EXPERIENCE:
? Bachelor?s degree in business applications areas or computer science, or

comparable experience in IT related field including knowledge of

hardware, operating systems and networking.
? Experience in help desk/technical support or related experience. Typically

requires two to five years of customer support experience.
? Experience with computers and Microsoft software including Word, Excel,

and Outlook.
? Experience with major industry RDBMS with emphasis on Oracle, MS SQL

and Sybase ASA.
WORK ENVIRONMENT AND PHYSICAL DEMANDS:
? General office environment. No special physical demands required.
? Able to make business trips as needed. Usually not more than one trip of

several days per month.
? On-call, after-hours support on a rotating basis.

Travel: Negligible
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“Not only have the systems run superbly for our 15 professional IT staff, but were immediately popular with the reservations desk area and finance.”
— Robert Dixon, Dir. of IT,University of Colorado at Boulder




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