311 Call Center Analyst 1

Iron Bow Technologies
United States, Virginia, Manassas
Nov 12, 2024
Iron Bow Technologies is for people who believe trust is paramount, transformation is embraced, and the future is here, because "What we do matters!" We are a next generation solutions provider, delivering mission success across government, healthcare, and commercial industries. Iron Bow relies on our passionate people, long standing partnerships, and strategic thinking to solve your most critical challenges. Whether we team with clients, colleagues, or partners, we put each other first. It's The Iron Bow Way. WHAT YOU'LL BE DOING The primary focus for this job is as follows: Providing non-technical, non-emergency customer service to the entire County regarding all aspects of the County Government/Services. Standing up a new capability for Prince William County to support everyone in the county in all aspects of County services - developing processes and procedures from scratch using technical tools (SalesForce). Developing a new Knowledge Base (KB) to enable the 311 CCA Team quickly providing customers the desired service quickly and efficiently. KB will be used by CCA Team and later feed/train the AI-based tool. During times when the 311 center is slow there is an opportunity get involved with the following: When needed you will assist, under supervision, the IT Customer Service Team. Normally 311 CCAs work in a different call manager (SalesForce) so assistance will be ad-hoc by task - email, text chat, etc. When helping the IT Team you help support to provide basic end-user technical support via phone, email, or Microsoft Teams. User account management (password reset, account unlocks, assigning permissions) Escalating incidents that cannot be resolved to the next level of support in line with service level agreements (SLAs) Updating users on the status of their incident or service request. Providing proactive maintenance workstations as appropriate, for example, ensuring security patches are installed, and applications are up to date. Provide excellent customer service and maintaining a positive attitude. Collaborating with team members to share knowledge and best practices for resolving customer issues. WHAT YOU BRING TO THE TABLE Previous experience in a customer service or technical support role is a must. Live within easy commute of Manassas, VA. HIGHLY DESIRED - live within Prince William County You have the ability to troubleshoot and resolve basic technical issues. Your multi-tasking skills are top notch! Excellent customer service and communication skills. Empathy and being able to relate to the end-user. Proven ability to follow processes and procedures accurately. Your attention to detail is impressive. You are a team player with a positive attitude. You are able to pass a customer background check HS + 0-2 years in a Customer Service environment. DESIRED - 0-2 years' experience in an IT Call Center or IT environment. Working in non-IT (retail, etc) but handling technical tasks can be counted as IT experience for the 311 CCA team members. DESIRED - you will have the opportunity & may benefit from obtaining a Windows 10, Office 365 or CompTIA A+ / SEC+ / NET+ certification but not required (for helping the IT side) DESIRED - experience using SalesForce WHY YOU'LL LOVE IT Be part of a growing and highly valued new capability in Prince William County (311) which will grow to basically be the User's Guide to the whole county & feed/train an AI tool to support PWC residents with assistance on everything from marriage licenses to graffiti removal. Be part of an inclusive team that encourages development and potential future growth into an IT career. It is non-technical support but working with IT tools and on an IT team so you will get exposure, training, and opportunity to jump over into IT or go deeper in 311 support over time. Grow your skillset of troubleshooting, critical thinking, customer service skills and comfort with speaking to everyone in the business, from the CIO to an intern. You will learn how to deliver helpdesk magic! Efficiently managing incidents while giving the best customer service possible and playing a direct role in customer success. #LI-EC1 OUR EQUAL OPPORTUNITY EMPLOYER COMMITMENT Iron Bow Technologies is an Equal Opportunity Employer and is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at Iron Bow are based on relevant business considerations, such as operational needs, job requirements and individual qualifications, without regard to race, color, religion, sex, sexual orientation, gender identity and/or gender expression, pregnancy, national origin, age, disability, status as a protected veteran or any other characteristic prohibited by law.Iron Bow will not tolerate discrimination or harassment based on any of these characteristics.