Contractor Product Specialist

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

Type | Category | Qualification | 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