OverviewBaker Tilly is a leading advisory, tax and assurance firm, providing clients with a genuine coast-to-coast and global advantage in major regions of the U.S. and in many of the world's leading financial centers - New York, London, San Francisco, Los Angeles, Chicago and Boston. Baker Tilly Advisory Group, LP and Baker Tilly US, LLP (Baker Tilly) provide professional services through an alternative practice structure in accordance with the AICPA Code of Professional Conduct and applicable laws, regulations and professional standards. Baker Tilly US, LLP is a licensed independent CPA firm that provides attest services to its clients. Baker Tilly Advisory Group, LP and its subsidiary entities provide tax and business advisory services to their clients. Baker Tilly Advisory Group, LP and its subsidiary entities are not licensed CPA firms.Baker Tilly Advisory Group, LP and Baker Tilly US, LLP, trading as Baker Tilly, are independent members of Baker Tilly International, a worldwide network of independent accounting and business advisory firms in 141 territories, with 43,000 professionals and a combined worldwide revenue of $5.2 billion. Visit bakertilly.com or join the conversation on LinkedIn, Facebook and Instagram. Please discuss the work location status with your Baker Tilly talent acquisition professional to understand the requirements for an opportunity you are exploring.Baker Tilly is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability or protected veteran status, gender identity, sexual orientation, or any other legally protected basis, in accordance with applicable federal, state or local law.Any unsolicited resumes submitted through our website or to Baker Tilly Advisory Group, LP, employee e-mail accounts are considered property of Baker Tilly Advisory Group, LP, and are not subject to payment of agency fees. In order to be an authorized recruitment agency ( search firm ) for Baker Tilly Advisory Group, LP, there must be a formal written agreement in place and the agency must be invited, by Baker Tilly's Talent Attraction team, to submit candidates for review via our applicant tracking system.
Job Description: Come join Baker Tilly's Development & Community Advisory (DCA) team as a Project Support Specialist working on our Prevailing Wage & Apprenticeship compliance team. You will be a part of our larger DCA Development Advisory team, which provides a variety of services including, but not limited to, energy and infrastructure advisory and project development support, economic development and capital planning support, and federal grant advisory with potential clients such as Tribes and Tribal Organizations, municipalities, non-profits, and other for-profit entities. This position plays an integral part in Baker Tilly's services tied to the Inflation Reduction Act ( IRA ) of 2022.In this role, individuals working on a support desk play a critical role in maintaining positive customer relationships, resolving technical issues promptly, and contributing to the overall success of the team and organization.Responsibilities
- Have a deep understanding of Baker Tilly's Prevailing Wage and Apprenticeship (PW&A) program, compliance process, roles and responsibilities, portal functionality, and project resources.
- Ticket Management:
- The primary duty is answering and resolving tickets submitted by customers.
- Successful resolution of tickets will require having a strong understanding of the problem. To do so, one must know the established process (as defined by Baker Tilly's PW&A program).
- Ticket resolution may involve troubleshooting or collaborating with subject matter experts to determine a solution or response.
- Efficiently managing workload and prioritizing tasks based on urgency and impact on customers.
- Tickets are to be closed within 96 hours (4 days).
Customer Communication:
- Interacting with customers via various channels such as email, phone (Microsoft Teams), chat, or ticketing systems. Clear written and verbal communication skills are essential to gather necessary information, provide updates on ticket status, and ensure customer satisfaction.
Technical Troubleshooting:
- Diagnosing technical issues reported by customers. This might involve analyzing error messages or consulting knowledge bases (FAQs, job aids, guides, etc.) to identify root causes and implement solutions.
Documentation:
- Documenting all interactions, troubleshooting steps, and solutions in the ticketing system. Accurate documentation is crucial for tracking issues, sharing knowledge with team members, and improving support processes.
Escalation:
- Identifying issues that require escalation to higher-level support or specialized teams. This could be due to a ticket's complexity or severity, or the need for specialized expertise beyond the support desk's knowledge.
Continuous Learning:
- Staying up to date on program and technology updates, and best practices relevant to the supported products or services. Continuous learning ensures that support desk consultants can effectively troubleshoot and resolve a wide range of issues.
Quality Assurance:
- Adhering to quality standards and processes to ensure consistent and high-quality support delivery. This might involve peer reviews, customer satisfaction surveys, or quality assurance checks on resolved tickets.
Feedback and Improvement:
- Providing feedback to management on recurring issues, process improvements, or training needs. Contributing to the continuous improvement of support processes and tools to enhance overall customer experience.
Customer Education:
- Educating customers on how to use products or services effectively, troubleshoot common issues independently, and prevent future problems. Empowering customers with knowledge reduces the frequency of support requests and enhances their overall satisfaction.
Qualifications
- A Bachelor's degree within business, finance, accounting, supply chain, engineering, or construction management or relevant work experience required.
- Demonstrated analytical, organizational, interpersonal, project management, and communication skills, and highly developed Microsoft Suite skills (Word, Excel) required
- Ability to provide exceptional client service, demonstrate commitment to continuous learning in order to stay current regarding applicable strategies, see the big picture as well as the details, display appropriate ethical knowledge and commitment, and exhibit a sense of urgency and commitment to quality and the timely completion of duties