Infojini
Product Specialist
Infojini, Hartford, Connecticut, us, 06112
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 requestsAnswering incident ticketsEnsuring 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 teamsWork with 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 preferredExperience with web development and other technology developmentExperience:5 years of experience in help desk or customer service and support within the technology spaceCustomer facing communication skills and ability to speak holistically on status of in-flight ticketsCan assess and prioritize tickets effectively and work cross-functionally to identify resolution steps and dependencies to ensure efficient resolutionExperience with project management methodologies: Agile, waterfall, scrum, kanban as neededExperience in the public sector; Municipal, State, Federal governmentFamiliarity with digital products and services is a plusExperience working within in diverse cross-functional teamsComfort in blazing a path through an ambiguous work environmentJudgement in dealing effectively and diplomatically with all levels of government staffAbility to maintain strict confidentiality
Skills:Excellent verbal and written communication skillsStrong problem-solving abilities with attention to detailsStrong organizational and multitasking abilitiesStrong time management and ability to prioritizeStrong technical competency along with willingness and ability to learn new toolsFamiliarity with component-based content management systems: Sitecore a bonusProficiency in Microsoft Office SuiteExperience with customer support tools: Helix, Footprints a plusExperience with project management tools such as Jira, and ConfluenceAbility to manage many support tickets concurrently across multiple channels
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 requestsAnswering incident ticketsEnsuring 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 teamsWork with 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 preferredExperience with web development and other technology developmentExperience:5 years of experience in help desk or customer service and support within the technology spaceCustomer facing communication skills and ability to speak holistically on status of in-flight ticketsCan assess and prioritize tickets effectively and work cross-functionally to identify resolution steps and dependencies to ensure efficient resolutionExperience with project management methodologies: Agile, waterfall, scrum, kanban as neededExperience in the public sector; Municipal, State, Federal governmentFamiliarity with digital products and services is a plusExperience working within in diverse cross-functional teamsComfort in blazing a path through an ambiguous work environmentJudgement in dealing effectively and diplomatically with all levels of government staffAbility to maintain strict confidentiality
Skills:Excellent verbal and written communication skillsStrong problem-solving abilities with attention to detailsStrong organizational and multitasking abilitiesStrong time management and ability to prioritizeStrong technical competency along with willingness and ability to learn new toolsFamiliarity with component-based content management systems: Sitecore a bonusProficiency in Microsoft Office SuiteExperience with customer support tools: Helix, Footprints a plusExperience with project management tools such as Jira, and ConfluenceAbility to manage many support tickets concurrently across multiple channels