Help Desk Consultant (Jobs in Hartford, CT)   Requirement id 150264 Job title Consultant Job location in Hartford, CT Skills required Bachelors Degree, Web Developement, Help Desk, Open Date 31-Oct-2024 Close Date Job type Contract Duration 12 Months Compensation DOE Status requirement --- Job interview type ---    Email Recruiter: coolsoft Job Description Consultant: Bachelors Degree, Web Developement, Help Desk, No of Submissions:2 Start Date: 12/1/2024 End Date: 11/30/2025 Submission Deadline: 11/15/2024 Client: CT DAS Note: * Position Location: Remote Description: 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: Bachelors 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, Federa   Call 502-379-4456 Ext 100 for more details. Please provide Requirement id: 150264 while calling.   Other jobs in CT: Bristol (4), Hartford (1), Shelton (6), Westport (1), Windsor (4), Windsor Locks (1), Bachelors Degree job openings in Hartford, CT Jobs List Business Analyst - 63392 Create date: 20-Sep-2024 No of Submissions : 2 Start date : 10/28/2024 End Date : 10/26/2025 Submission deadline : 09/27/2024 Client Info : CT DCF Bill Rate : USD 67.00 Per Hour Max Rate : USD 91.0875 Per Hour Note: * Position Location : Hybrid * Candidate must be within .... (This job is for - Education Communication Jobs in CT Hartford Analyst - (in Hartford, CT)) Project Manager - 63359 Create date: 12-Sep-2024 No of Submissions : 2 Start date : 10/07/2024 End Date : 10/06/2025 Submission deadline : 10/01/2024 Client Info : CT DAS Note: * Position Location : Hybrid Description : The Department of Administrative Services (DAS) Bureau of Information Technology Solution.... 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