Customer Service Administrator

Customer Service Administrator/ Product Specialist Digital Services Support Team About the Role We are seeking a detail-oriented and proactive Product Specialist to join our dynamic Digital Services Support Team. This is a pivotal role that goes beyond traditional customer support you'll be a critical link between customer needs, product development, and service excellence. Role Overview As a Product Specialist, you will: Manage and resolve customer support requests across multiple channels Provide strategic insights to enhance product development Collaborate closely with cross-functional teams to deliver exceptional digital products and services Key Responsibilities Customer Support Manage customer inquiries via tickets, email, chat, and phone Triage and route support tickets efficiently Provide timely, accurate information and set clear expectations Escalate complex issues to appropriate teams Product Insights & Feedback Gather and analyze customer feedback Document customer interactions and resolution processes Collaborate with UX/UI designers, developers, and product managers Contribute customer perspectives to product development discussions Documentation & Process Improvement Develop and update user guides and support documentation Identify opportunities to enhance customer service processes Track and report on key performance indicators (KPIs) Prepare comprehensive reports on customer service trends Qualifications Education Bachelor's degree in Business, Communications, or related field Experience with web development and technology platforms Experience 5+ years in help desk or customer service within technology sector Experience with project management methodologies (Agile, Scrum, Kanban) Proven track record in public sector or government digital services Strong cross-functional team collaboration skills Skills Exceptional verbal and written communication Advanced problem-solving and analytical capabilities Strong organizational and multitasking abilities Technical proficiency with: Microsoft Office Suite Customer support tools (Helix, Footprints preferred) Project management platforms (Jira, Confluence) Content management systems (Sitecore a plus) Personal Attributes Ability to communicate effectively with diverse audiences Logical and creative problem-solver Comfortable navigating ambiguous work environments Maintains strict confidentiality Proactive and detail-oriented Location Local candidates preferred, with willingness to commute or relocate Why Join Us? Opportunity to make a meaningful impact in digital services Work with a high-functioning government team Continuous learning and professional development Collaborative and innovative work environment

Created: 2024-11-12