Description

You will manage the full lifecycle of service requests for internal agencies and external customers, ensuring timely resolution and accurate information delivery.

Responsibilities

• Triage, route, and guide workorder and incident tickets to appropriate teams while setting client expectations.
• Manage customer inquiries via tickets, email, chat, and phone to ensure high-quality support.
• Collaborate with UX/UI designers, developers, and product managers to integrate customer feedback into product improvements.
• Maintain up-to-date records of customer interactions and develop user guides and support documentation.
• Identify process improvements for customer service workflows and digital product functionalities.

Required Skills

• 5+ years of experience in help desk or customer service within the technology space.
• Proficiency in Microsoft Office Suite and Jira/Confluence.
• Experience working with Agile, Waterfall, Scrum, or Kanban methodologies.
• Proven ability to prioritize tickets and identify resolution steps and dependencies in cross-functional environments.
• Strong technical competency with the ability to learn new tools quickly.
• Experience in the public sector (Municipal, State, or Federal government).
• Ability to maintain strict confidentiality and exercise diplomacy with government staff.
• Strong verbal and written communication skills for managing stakeholder status updates.

Preferred Skills

• Familiarity with component-based content management systems such as Sitecore.
• Experience with customer support tools like Helix or Footprints.

Key Skills

Education

Any Graduate