Customer Service Administrator
: Job Details :


Customer Service Administrator

Crossfire Consulting Corporation

Location: Hartford,CT, USA

Date: 2024-11-04T08:18:39Z

Job Description:
Customer Service Administrator/ Product SpecialistDigital Services Support TeamAbout 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 ResponsibilitiesCustomer 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
QualificationsEducation
  • 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
Apply Now!

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