BARGAINING UNIT QUALIFICATION STANDARD
(0335-3008) CUSTOMER SUPPORT SPECIALIST (PDC)
June 29, 1988
Provides initial customer contact and primary support to field users of
data processing, resolving the more complex hardware, software,
application and user education problems.
DESCRIPTION OF WORK:
See the Standard Position Description for the Occupation Code given
This section is composed of Knowledge, Skills, and Abilities (KSAs)
which are required to satisfactorily perform the tasks of the position.
Applicants must demonstrate that they possess a sufficient level of each
KSA, to include at least minimum competency for senior-qualified
positions to enable them to perform these tasks satisfactorily.
Applicants demonstrate these levels by describing examples of
experience, education, or training, any of which may be non-postal.
Ratings are based on the demonstration of the level of possession of
each of the KSAs. Failure to demonstrate any KSA is disqualifying.
Knowledge of data processing principles, methods, techniques, and
terminology sufficient to apply this knowledge to more advanced
practical applications related to hardware, software, application,
interactive transaction, batch processing, and user education problems.
This includes knowledge of Time Sharing Option (TSO), Job Control
Language (JCL), Info Systems, distributed data processing, and data base
Ability to analyze and evaluate information sufficient to obtain
information from varied sources such as reference materials, written
directives, and users; and to apply this information to practical
applications such as determining complexity of user problems, personally
resolving complex problems, determining where more complex problems
should be routed for resolution, and identifying recurring problems to
the supervisor for action.
Ability to work with others sufficient to adapt to varying personalities
and situations, to maintain working relationships, and to work in
cooperation with other employees and field users.
Ability to work without direct supervision sufficient to perform the
duties of the position, complying with operating guidelines and
procedures for planning and executing work activities such as collecting
and logging complex or unusual user problem information, resolving
complex user problems, generating change reports, and monitoring status
of outstanding problems.
Ability to use written reference materials sufficient to read,
comprehend, and interpret text materials such as user handbooks,
application program manuals, and IBM reference manuals, and to apply
this information to practical applications such as providing technical
guidance and assistance to field users and customer support technicians
Ability to work under pressure sufficient to perform the duties of the
position, pursuing and disposing of complex user problems in limited
time and in stressful conditions.
Ability to communicate sufficient to receive, understand, simplify, and
transmit information such as complex technical information related to
systems applications into correspondence reports and oral and written
instructions directed to users and to management.
Ability to keep accurate records sufficient to maintain and update
records, such as application program documentation, internal procedures
documentation, and reports generated and received, and to apply them to
practical applications such as monitoring status of outstanding
Ability to use a computer terminal sufficient to input or log complex or
unusual user problem information into an automated information system,
generating problem and change reports, routing more complex problems to
other organizations and/or higher levels for resolution, or implementing
application program changes.
Applicant must be physically able to perform the duties of the position.
Vision of 20/40 (Snellen) in one eye and ability to read without strain
printed materials the size of typewritten characters are required;
corrective lenses are permitted. Ability to distinguish basic colors and
shades is desirable. Ability to hear the conversational voice is
required; hearing aids are permitted.
To be minimally acceptable, applicants must have demonstrated competency
in each element by providing examples of direct or related experience,
education, or training, any of which may be nonpostal related. Examples
must show evidence of a background reflecting the capability to perform
effectively in the position.
The required KSAs will not in themselves be accepted as final proof of
qualification. The applicant's total record of experience, education,
and training must show the ability to perform the duties of the