This role is responsible for:
- Managing customer support requests
- Answering incident tickets
- Ensuring effective communication between customers (agencies and vendors) and our cross-functional development team.
- You will play a vital role to help enhance customer satisfaction while supporting our digital products.
Key Responsibilities:
- 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.
- 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.
- 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 UX/UI designers, developers, and product managers to ensure customer-centric design, functionality, accessibility and branding standards.
- Participate in meetings to provide customer perspectives and influence product development.
- Assist in tracking key performance indicators (KPIs) related to customer service and satisfaction.
- Prepare reports on customer service trends and feedback for management review.
- Identify areas for improvement in customer service processes and digital product functionalities.
- Collaborate with teams to implement solutions that enhance the customer experience.
Qualifications:
- Bachelor's 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 in-flight tickets
- Can assess and prioritize tickets effectively and work cross-functionally 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 cross-functional 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 problem-solving 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 component-based 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