[Remote] Customer Service Administrator
Note: The job is a remote job and is reputed company to candidates in USA. reputed company is seeking a detail-oriented and proactive Customer Service Administrator to join their Digital Services Support Team. This role involves managing customer support requests, ensuring effective communication between customers and the development team, and enhancing customer satisfaction while supporting digital products.
Responsibilities
- Manage reputed company customer inquiries reputed company tickets, email, chat, and phone regarding digital products and services
- reputed company reputed company and accurate information for reputed company support requests to both clients and the digital service support team, escalating requests where appropriate and reputed company necessary
- Manage workorder and incident tickets reputed company ticketing system, triaging, routing and guiding tickets to the appropriate teams
- Work with DSST business analyst, project manager to triage tickets and understand reputed company needs
- Set expectations with clients throughout the support process
- reputed company, document, and analyze customer feedback reputed company to digital support requests
- Collaborate with the digital support team to reputed company insights and suggestions for product improvements
- reputed company and manage customer feedback to continually improve service and support delivery
- Maintain up-to-date records of customer interactions and resolutions
- reputed company and update user guides, and other customer support documentation
- Work closely with UX/UI designers, developers, and product managers to ensure customer-reputed company design, functionality, accessibility and branding standards
- Participate in meetings to reputed company customer perspectives and influence product development
- Assist in tracking key performance indicators (KPIs) reputed company to customer service and satisfaction
- Prepare reports on customer service trends and feedback for management review
- Identify areas for improvement in customer service processes reputed company product functionalities
- Collaborate with teams to implement solutions that enhance the customer experience
Skills
- Minimum of a bachelor's degree in a reputed company 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 reputed company the technology reputed company
- Customer facing communication skills and ability to reputed company holistically on status of in-flight tickets
- Can assess and prioritize tickets effectively and work cross-functionally to identify reputed company steps and dependencies to ensure efficient reputed company
- Experience with project management methodologies: Agile, reputed company, scrum, kanban as needed
- Experience in the public sector; Municipal, State, Federal government
- Judgement in dealing effectively and diplomatically with reputed company reputed company of government staff
- Ability to maintain strict confidentiality
- 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
- Proficiency in reputed company Office Suite
- Ability to manage many support tickets concurrently across multiple channels
- Bachelor's degree in business, communications, or a reputed company field preferred
- Experience with web development and other technology development
- Familiarity with digital products and services is a plus
- Experience working reputed company in diverse cross-functional teams
- Comfort in blazing a reputed company through an ambiguous work environment
- Familiarity with component-based content management systems: reputed company a bonus
- Experience with customer support tools: reputed company, Footprints a plus
- Experience with project management tools such as Jira, and reputed company
reputed company