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Suncap Technology - Hartford, CT
posted 2 months ago
About the position
The Customer Service Administrator (CSA) role is a remote position focused on enhancing customer satisfaction through effective management of support requests related to digital products and services. The CSA will serve as the primary point of contact for both internal agencies and external customers, guiding the intake and ticketing processes from initial queries to successful resolution. This position requires strong analytical and organizational skills, as well as the ability to communicate effectively with diverse audiences.
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 appropriately when necessary.
- Manage work order and incident tickets within the ticketing system, triaging, routing, and guiding tickets to the appropriate teams.
- Work with the DSST business analyst and 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.
- 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.
- 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.
Requirements
- Bachelor's degree in business, communications, or a related field preferred.
- 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 the status of in-flight tickets.
- Ability to assess and prioritize tickets effectively and work cross-functionally to identify resolution steps and dependencies.
- 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 diverse cross-functional teams.
- Ability to maintain strict confidentiality.
Nice-to-haves
- Experience with web development and other technology development.
- Familiarity with component-based content management systems: Sitecore is a bonus.
- Proficiency in Microsoft Office Suite.
- Experience with customer support tools: Helix, Foots is a plus.
- Experience with project management tools such as Jira and Confluence.
Benefits
- Remote work flexibility
- Opportunity to work in a diverse and collaborative environment
- Professional development opportunities
