📍 Job Overview

Job Title: Customer Technical Support II
Company: Computer Services, Inc. (CSI)
Location: Wilmington, NC-Corporate (On-site)
Job Type: Full-Time
Category: Technical Support
Date Posted: June 27, 2025
Experience Level: Intermediate (3+ years)
Remote Status: On-site

🚀 Role Summary

Key Responsibilities: Provide technical support for CSI customers, internal and external, by staging, installing, and troubleshooting issues in both hardware and software CSI products.
Key Skills: Technical Support, Troubleshooting, Hardware Installation, Software Installation, Database Setup, Security Implementation, Mentoring, Customer Service.

📝 Enhancement Note: This role requires a balance of technical proficiency and customer service skills to effectively support CSI's customer base.

💻 Primary Responsibilities

Monitor the CRM: Keep track of customer support tickets and ensure timely resolution.
Respond to Support Calls: Prioritize work activity based on the issue's severity and provide solutions or escalate as needed.
Research, Test, and Document Issues: Investigate complex issues, reproduce them, document the steps to reproduce, and provide clear instructions to development teams.
Troubleshoot Moderately Complex CSI Product Issues: Diagnose and resolve technical issues related to servers, databases, and applications, serving as an escalation point for other Customer Technical Support employees.
Build Servers and Install CSI Products: Assemble servers as required, install appropriate CSI products, update hardware, install software, set up databases, implement security measures, and ship to customers. Also, remove old equipment as necessary.
Participate in Disaster Testing and Recovery Activities: Assist in testing and recovery processes to ensure business continuity.
Mentor and Train Other Technical Support Specialists: Share knowledge and skills with other technical support specialists to enhance their capabilities.
Perform Other Duties as Required: Carry out additional tasks as needed to support the team and the organization.

📝 Enhancement Note: This role involves a mix of customer-facing support, technical troubleshooting, and mentoring responsibilities, requiring strong communication and technical skills.

🎓 Skills & Qualifications

Education: Associate degree or relevant technical certification.

Experience: A minimum of three years of relevant work experience in technical support or a related field.

Required Skills:

Technical Support
Troubleshooting
Hardware Installation
Software Installation
Database Setup
Security Implementation
Mentoring
Customer Service

Preferred Skills:

Experience with CRM systems
Familiarity with server and database administration
Strong communication and interpersonal skills
Ability to work independently and in a team environment

📝 Enhancement Note: While not explicitly stated, having experience with CSI products or similar software would be beneficial for this role.

📊 Web Portfolio & Project Requirements

Portfolio Essentials:

Case studies demonstrating your ability to troubleshoot complex technical issues.
Examples of your problem-solving skills and how you've resolved customer issues.
Documentation of your technical support processes and best practices.

Technical Documentation:

Detailed technical documentation of your support processes, including troubleshooting steps and resolution methods.
Examples of your ability to document and reproduce complex technical issues.

📝 Enhancement Note: Although not explicitly mentioned, having a portfolio showcasing your technical support skills and problem-solving abilities would be beneficial for this role.

💵 Compensation & Benefits

Salary Range: $45,000 - $60,000 per year (Based on the national average for Technical Support Specialists II in the United States)

Benefits:

Comprehensive range of benefits
Incentive awards based on both individual and business performance

Working Hours: Full-time, 40 hours per week, with additional hours as needed to support customers and resolve issues.

📝 Enhancement Note: The salary range is an estimate based on national averages for similar roles. The actual salary may vary depending on the candidate's experience, skills, and the company's internal salary structure.

🎯 Team & Company Context

Company Culture: CSI is a forward-thinking software provider that helps community and regional banks solve their customers' needs through open and flexible technologies. They value personalized service and empower their customers to rival their competition.

Team Structure:

The technical support team consists of Customer Technical Support Specialists, with this role serving as an escalation point for other team members.
The team works closely with development teams to resolve complex technical issues and improve CSI products.

Development Methodology:

CSI follows Agile methodologies for software development, with a focus on continuous improvement and customer satisfaction.
The technical support team works closely with development teams to ensure customer issues are addressed promptly and effectively.

Company Website: www.csiweb.com

📝 Enhancement Note: CSI's focus on personalized service and customer satisfaction is reflected in this role's emphasis on technical support and customer service skills.

📈 Career & Growth Analysis

Technical Impact: This role has a significant impact on CSI's customers, ensuring their technical issues are resolved promptly and effectively. The role also influences the development process by providing insights into customer issues and helping to improve CSI products.

Growth Opportunities:

Technical Growth: Develop expertise in CSI products and related technologies, and potentially move into a more senior technical support role or a role within the development team.
Leadership Growth: Demonstrate strong mentoring and team leadership skills to potentially move into a management role within the technical support team.

📝 Enhancement Note: While not explicitly stated, there may be opportunities for growth within CSI, depending on the candidate's skills, performance, and the organization's structure.

🌐 Work Environment

Office Type: CSI's corporate office is a professional environment with a focus on collaboration and customer service.

Office Location(s): Wilmington, NC-Corporate

Workspace Context:

The technical support team works in an open office environment, with easy access to colleagues and resources.
The team has access to the necessary tools and equipment to effectively support CSI customers.

Work Schedule: Full-time, with additional hours as needed to support customers and resolve issues. The work schedule may include evenings and weekends to provide 24/7 customer support.

📝 Enhancement Note: Although not explicitly stated, the work environment at CSI is likely to be collaborative and customer-focused, with a strong emphasis on technical support and customer service.

📄 Application & Technical Interview Process

Interview Process:

Phone Screen: A brief phone call to discuss your experience, skills, and availability.
Technical Assessment: A hands-on assessment of your technical support skills, focusing on your ability to troubleshoot complex issues and provide solutions.
Behavioral Interview: An interview focused on your customer service skills, problem-solving abilities, and teamwork.
Final Interview: A final interview with the hiring manager to discuss your fit for the role and the team.

Portfolio Review Tips:

Highlight your technical support case studies and demonstrate your problem-solving skills.
Showcase your ability to document and reproduce complex technical issues.
Emphasize your customer service skills and your ability to work effectively with customers and colleagues.

Technical Challenge Preparation:

Brush up on your technical support skills and familiarize yourself with CSI products (if possible).
Practice troubleshooting complex technical issues and documenting your steps.
Prepare for behavioral interview questions that focus on your customer service skills, problem-solving abilities, and teamwork.

ATS Keywords: Technical Support, Troubleshooting, Hardware Installation, Software Installation, Database Setup, Security Implementation, Mentoring, Customer Service, CRM, Server Administration, Database Administration, Problem-Solving, Communication Skills, Teamwork.

📝 Enhancement Note: While not explicitly stated, the interview process is likely to include a technical assessment and behavioral interviews to evaluate the candidate's technical support skills and customer service abilities.

🛠 Technology Stack & Web Infrastructure

Relevant Technologies:

CSI Products (Software and Hardware)
CRM Systems (e.g., Salesforce, Zendesk)
Server and Database Administration Tools (e.g., Microsoft SQL Server, MySQL, Linux, Windows Server)
Troubleshooting Tools (e.g., remote desktop, diagnostic tools)

📝 Enhancement Note: Although not explicitly stated, the technology stack for this role is likely to include CSI products, CRM systems, and server and database administration tools.

👥 Team Culture & Values

Web Development Values:

Customer Focus: CSI places a strong emphasis on customer service and ensuring customer satisfaction.
Technical Excellence: The technical support team is expected to maintain a high level of technical proficiency and continuously improve their skills.
Collaboration: The team works closely together to resolve complex technical issues and provide excellent customer service.
Continuous Learning: CSI encourages its employees to continuously learn and improve their skills.

Collaboration Style:

The technical support team works closely together to resolve complex technical issues and provide excellent customer service.
The team collaborates with development teams to ensure customer issues are addressed promptly and effectively.
The team also works closely with other departments, such as sales and marketing, to ensure customer satisfaction and drive business growth.

📝 Enhancement Note: CSI's focus on customer service and technical excellence is reflected in this role's emphasis on technical support and customer service skills.

⚡ Challenges & Growth Opportunities

Technical Challenges:

Complex Technical Issues: Troubleshooting complex technical issues and providing solutions in a timely manner.
Customer Expectations: Managing customer expectations and providing excellent customer service in a high-pressure environment.
Continuous Learning: Staying up-to-date with the latest technologies and best practices in technical support.

Learning & Development Opportunities:

Technical Training: CSI offers technical training and certification opportunities to help employees develop their skills and advance their careers.
Conferences and Events: Attend industry conferences and events to learn from experts and network with other professionals in the field.
Mentorship: CSI encourages mentorship and provides opportunities for employees to learn from more experienced colleagues.

📝 Enhancement Note: While not explicitly stated, CSI offers opportunities for technical training and development, as well as mentorship and networking.

💡 Interview Preparation

Technical Questions:

Troubleshooting Scenarios: Be prepared to discuss your experience with troubleshooting complex technical issues and provide examples of your problem-solving skills.
Customer Service Scenarios: Be prepared to discuss your experience with customer service and provide examples of your ability to manage customer expectations and provide excellent customer service in a high-pressure environment.
Technical Support Processes: Be prepared to discuss your experience with technical support processes and best practices.

Company & Culture Questions:

CSI Products: Familiarize yourself with CSI products (if possible) and be prepared to discuss your experience with similar software and hardware.
Customer Service: Be prepared to discuss your experience with customer service and your ability to provide excellent customer service in a high-pressure environment.
Teamwork: Be prepared to discuss your experience working in a team environment and your ability to collaborate effectively with colleagues.

Portfolio Presentation Strategy:

Case Studies: Highlight your technical support case studies and demonstrate your problem-solving skills.
Documentation: Showcase your ability to document and reproduce complex technical issues.
Customer Service: Emphasize your customer service skills and your ability to work effectively with customers and colleagues.

📝 Enhancement Note: While not explicitly stated, the interview process is likely to include technical questions focused on troubleshooting and customer service, as well as company and culture questions to evaluate the candidate's fit for the role and the team.

📌 Application Steps

To apply for this Customer Technical Support II position:

Submit your application through the application link.
Customize your resume and portfolio to highlight your technical support skills and customer service abilities.
Prepare for the technical assessment by brushing up on your troubleshooting skills and familiarizing yourself with CSI products (if possible).
Research CSI and its products to demonstrate your interest in the role and the company.
Prepare for the behavioral interview by reflecting on your customer service experiences and your ability to work effectively in a team environment.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.

Customer Technical Support II