Customer Service Administrator - Remote
Posted 2025-04-06Customer Service Administrator
Is this you...
Do you want to understand a userÂs needs, and the Âwhy as well as the Âwhat of a support request?
Are you excited about finding results that meet client needs?
Do you naturally think logically, and can you explain difficult concepts to non-technical users?
Do you think outside of the box, want to understand the perspectives of others, and enjoy interpreting and validating data?
Can you effectively communicate with diverse audiences?
Can you manage multiple work streams across a vast and diverse enterprise with ease?
Can you fully engage with decision-makers, subject matter experts, and technical resources to promptly address issues and creatively find solutions to crucial needs.
If you answered an unequivocal Âyes to all of these, this role might be for you: We are seeking a detail-oriented and proactive Customer Service Administrator (CSA) to join our Digital Services Support Team (DSST).
This is much more than a help desk position.
CSA will support a high-functioning government team by serving as the point-person for new service requests from internal agencies, as well as help requests from external customers. You will guide the intake and ticketing processes for our daily submissions and own each request from initial query to successful completion of the task.
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:  BachelorÂs 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
Minimum of a BachelorÂs Degree in a related field, Strong customer service skills, Strong analytical skills, problem-solving skills, organizational skills. Duties and Responsibilities: Supporting the development of new products Improving the development of existing products Managing the launch of new products Conducting market research and analyzing industry trends Analyzing and documenting the product development process Leading internal and external audits of the products Building and maintaining customer relationships Resolving customer issues Collaborating with the development team and Product Manager
RequirementsQualifications
Type
Category
Qualification
Description
Competency
Required
Skills
Others
Communication skills both verbal and written
Advanced (7-9 Years)
No
Skills
Others
Consolidation planning and management
Advanced (7-9 Years)
No
Skills
Others
IT Communication Specialist
Advanced (7-9 Years)
No
Skills
Others
Learning ability
No
Skills
Others
Team work
Advanced (7-9 Years)
No
Apply Job!