American Business Solutions Inc. · 13 hours ago
Digital Customer serice Administrator- Govt experience must
Hartford County, CT
Contract
Remote
Mid, Senior Level
5+ years exp
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Hiring Manager
Arun Tripathi
Insider Connection @American Business Solutions Inc.
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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.
Maintain up-to-date records of customer interactions and resolutions.
Develop and update user guides, and other customer support documentation.
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.
Qualification
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Required
Minimum of a Bachelor’s Degree in a related field
Strong customer service skills
Strong analytical skills
Problem-solving skills
Organizational skills
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
Experience working within 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
Preferred
Bachelor’s degree in business, communications, or a related field preferred
Experience with web development and other technology development
Familiarity with digital products and services is a plus
Company
American Business Solutions Inc.
American Business Solutions Inc (ABSI) is a software integration company.
51-200 employees
Funding
Current Stage
Growth StageCompany data provided by crunchbase
