Customer Service Administrator
Customer Service Administrator
Posted on :
02-11-2024
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Job Description
Client: State of Connecticut
Job Title: Customer Service Administrator
Duration: 12 Months
Start Date: ASAP
Location: 450 Columbus Blvd. Suite 1202 Hartford Connecticut 06103 (Remote)
Position Type: Contract
Interview Type: Web Interview
Ceipal ID: SCTHDA593IK
Position ID: 63593
Job Title: Customer Service Administrator
Duration: 12 Months
Start Date: ASAP
Location: 450 Columbus Blvd. Suite 1202 Hartford Connecticut 06103 (Remote)
Position Type: Contract
Interview Type: Web Interview
Ceipal ID: SCTHDA593IK
Position ID: 63593
Connecticut Department of Administrative Services
Short Description:
- We are seeking a detailoriented and proactive Customer Service Administrator (CSA) to join our Digital Services Support Team (DSST).
- This is much more than a help desk position.
- CSA will support a highfunctioning government team by serving as the pointperson for new service requests from internal agencies as well as help requests from external customers.
- You will guide the intake and ticketing processes for our daily submissions and own each request from initial query to successful completion of the task.
- This role is responsible for Managing customer support requests Answering incident tickets and Ensuring effective communication between customers (agencies and vendors) and our crossfunctional development team.
- You will play a vital role to help enhance customer satisfaction while supporting our digital products.
Key Responsibilities:
1. Customer Support:
- Manage all customer inquiries via tickets email chat and phone regarding digital products and services.
- Provide timely and accurate information for all support requests to both clients and the digital service support team escalating requests where appropriate and when necessary.
- Manage workorder and incident tickets within ticketing system triaging routing and guiding tickets to the appropriate teams
- Work with DSST business analyst project manager to triage tickets and understand client needs.
- Set expectations with clients throughout the support process.
2. 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 improvements.
- Gather and manage customer feedback to continually improve service and support delivery.
3. Documentation Management:
- Maintain uptodate records of customer interactions and resolutions.
- Develop and update user guides and other customer support documentation.
4.CrossFunctional Collaboration:
- Work closely with UX/UI designers developers and product managers to ensure customercentric design functionality accessibility and branding standards.
- Participate in meetings to provide customer perspectives and influence product development.
5.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.
6.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.
Required Skills:
- Bachelors degree in business communications or a related field preferred
- Experience with web development and other technology development
- 5 years of experience in help desk or customer service and support within the technology space
- Customer facing communication skills and ability to speak holistically on status of inflight tickets
- Can assess and prioritize tickets effectively and work crossfunctionally to identify resolution steps and dependencies to ensure efficient resolution
- Experience with project management methodologies: Agile waterfall scrum kanban as needed
- Experience in the public sector; Municipal State Federal government
- Familiarity with digital products and services is a plus
- Experience working within in diverse crossfunctional teams
- Comfort in blazing a path through an ambiguous work environment
- Judgement in dealing effectively and diplomatically with all levels of government staff
- Ability to maintain strict confidentiality
- Excellent verbal and written communication skills
- Strong problemsolving abilities with attention to details
- Strong organizational and multitasking abilities
- Strong time management and ability to prioritize
- Strong technical competency along with willingness and ability to learn new tools
- Familiarity with componentbased content management systems: Sitecore a bonus
- Proficiency in Microsoft Office Suite
- Experience with customer support tools: Helix Footprints a plus
- Experience with project management tools such as Jira and Confluence
- Ability to manage many support tickets concurrently across multiple channels
V Group Inc. is an IT Services company that supplies IT staffing project management and delivery services in software network help desk and all IT areas. Our primary focus is the public sector including state and federal contracts. We have multiple awards/ contracts with the following states: CA FL GA MD MI NC NY OH OR PA SC VA and WA CT TN. If you are considering applying for a position with V Group or partnering with us on a position please feel free to contact me with any questions you may have regarding our services and the advantages we can offer you as a consultant.
Please share my contact information with others working in Information Technology.
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Employment Type
Full Time
Key Skills
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