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:

• Customer Support:

• 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.

• Feedback Integration:

• 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.

• Reporting and Analytics:

• Assist in tracking key performance indicators (KPIs) related to customer service and satisfaction.

• Prepare reports on customer service trends and feedback for management review.

• Process Improvement:

• Identify areas for improvement in customer service processes and digital product functionalities.

• Collaborate with teams to implement solutions that enhance the customer experience.

Qualifications:

• Education:

• Bachelor’s degree in business, communications, or a related field preferred

• Experience with web development and other technology development

• Experience:

• 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

• Skills:

• 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