Qualification Standards
Position Description
List of Positions U.S.Postal Service

 
CUSTOMER SUPPORT SPECIALIST PDC
OCCUPATION CODE: 0335-3008
JOB LEVEL: N-15
BARGAINING UNIT QUALIFICATION STANDARD
0335e
(0335-3008) CUSTOMER SUPPORT SPECIALIST (PDC)



DOCUMENT DATE:
June 29, 1988

FUNCTION:
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 above.

REQUIREMENTS:
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 access methodology. 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 and specialists. 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 problems. 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.

PHYSICAL REQUIREMENTS:
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.

ADDITIONAL PROVISIONS:
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 position.

  Occ Code: 0335-3008

Back