Customer Service Administrator

Role: Customer Service AdministratorLocation: Hartford, Connecticut (Remote)Shift timing: 8AM to 5PMPosition Overview: Are you passionate about understanding user needs and delivering exceptional support? Do you thrive in a dynamic environment where problem-solving and effective communication are key? If so, we invite you to join our Digital Services Support Team (DSST) as a Customer Service Administrator (CSA). This role goes beyond traditional help desk responsibilities, offering the opportunity to support a highly functioning government team by managing service requests from both internal agencies and external customers.Key Responsibilities:Customer Support:Manage customer inquiries through tickets, email, chat, and phone regarding digital products and services.Provide timely and accurate information for support requests, escalating issues as necessary.Oversee work order and incident tickets within the ticketing system, ensuring proper triage and routing to relevant teams.Collaborate with DSST business analysts and project managers to understand client needs and set expectations throughout the support process.Feedback Integration:Gather, document, and analyze customer feedback related to digital support requests.Collaborate with the digital support team to relay insights and suggestions for product enhancements.Manage customer feedback to drive continuous improvement in service delivery.Documentation Management:Maintain up-to-date records of customer interactions and resolutions.Develop and update user guides and other customer support documentation.Cross-Functional Collaboration:Work closely with UXUI designers, developers, and product managers to ensure customer-centric design and functionality.Participate in meetings to provide customer perspectives and influence product development.Reporting and Analytics:Assist in tracking key performance indicators (KPIs) related to customer service and satisfaction.Prepare reports on customer service trends and feedback for management review.Process Improvement:Identify areas for improvement in customer service processes and digital product functionalities.Collaborate with teams to implement solutions that enhance the customer experience.Qualifications:Education:Bachelor's degree in business, communications, or a related field preferred.Experience:Minimum of 5 years in help desk or customer servicesupport roles, preferably within the technology sector.Proven ability to assess and prioritize tickets effectively, working cross-functionally to identify resolutions.Familiarity with project management methodologies (Agile, Waterfall, Scrum, Kanban).Experience in the public sector (Municipal, State, Federal government) is preferred.Knowledge of digital products and services is a plus.Skills:Excellent verbal and written communication skills.Strong problem-solving abilities with a keen attention to detail.Exceptional organizational and multitasking capabilities.Technical competency with a willingness to learn new tools.Proficiency in Microsoft Office Suite; familiarity with customer support tools (Helix, Footprints) and project management tools (Jira, Confluence) is advantageous.

Created: 2024-11-06