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