Customer Support Specialist

Full Job Description

See below for important information regarding this job. To qualify for a Customer Support Specialist, your resume and supporting documentation must support: A.

Specialized Experience: One year of specialized experience that equipped you with the particular competencies to successfully perform the duties of the position and is directly in or related to this position.

To qualify at the GS-11 level, applicants must possess one year of specialized experience equivalent to the GS-09 level or equivalent under other pay systems in the Federal service, military, or private sector.

Applicants must meet eligibility requirements including time-in-grade (General Schedule (GS) positions only), time-after-competitive appointment, minimum qualifications, and any other regulatory requirements by the cut-off/closing date of the announcement.

Creditable specialized experience includes: The ability to provide general information/referrals, both within and outside the Agency, technical research and assistance, interpretation of the procedure's manuals, and providing status on actions pending in the logistics cataloging operations.

Prepares, analyzes and provides updates to standard operating procedures for Agency's Customer Interaction processes.

Prepares written correspondence, reports, inter-office procedures and staff papers. The ability to communicate effectively with internal and external customers. B.

Education Substitution: Such education must demonstrate the knowledge, skills, and abilities necessary to do the work.

Education must be from a college or university accredited by an organization approved by the U.S. Department of Education. See http://ope.ed.gov/accreditation/Search.aspx.

If using education to meet basic qualifications, YOU MUST SUBMIT A TRANSCRIPT as supplemental documentation.

To qualify based on education in lieu of specialized experience, you must possess Must possess a Ph.D.

or equivalent doctoral degree or 3 full years of progressively higher level graduate education leading to such a degree or LL.M., if related. C.

Combination: Combinations of successfully completed post-high school education and experience may be used to meet total qualification requirements for grade levels GS-11 and may be computed by first determining the applicant's total qualifying experience as a percentage of the experience required for the grade level; then determining the applicant's education as a percentage of the education required for the grade level; and then adding the two percentages.

The total percentages must equal at least 100 percent to qualify an applicant for that grade level.

Only graduate education in excess of the amount required for the next lower grade level may be used to qualify applicants for positions at grade GS-11.

Experience refers to paid and unpaid experience, including volunteer work done through National Service programs (e.g., Peace Corps, AmeriCorps) and other organizations (e.g., professional, philanthropic, religious, spiritual, community, student, social).

Volunteer work helps build critical competencies, knowledge, and skills and can provide valuable training and experience that translates directly to paid employment.

You will receive credit for all qualifying experience, including volunteer experience. Major Duties:

• Performs customer support duties primarily related to complex assignments in the operation of the DLA Customer Service function.
• Independently controls and responds to customer concerns on all facets of DLA operations regardless of complexity.
• Answers a high quantity of complex inquiries regarding the many products of DLA Logistics Information Service, including logistics publications, statistical reports and data files.
• Provides internal and external customers timely, accurate and complete service and support.
• Provides Federal Catalog System (FCS) user assistance.
• Receives both written and telephonic inquiries relating to the FCS from all FCS users.