Customer Service Administrator

STI is seeking a detail-oriented and proactive Customer Service Administrator (CSA) to join their Digital Services Support Team (DSST). The CSA will manage customer support requests, enhance customer satisfaction, and collaborate with cross-functional teams to ensure effective communication and product improvements.

Responsibilities:

• 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
• 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
• Maintain up-to-date records of customer interactions and resolutions
• Develop and update user guides, and other customer support documentation
• 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
• Assist in tracking key performance indicators (KPIs) related to customer service and satisfaction
• Prepare reports on customer service trends and feedback for management review
• Identify areas for improvement in customer service processes and digital product functionalities
• Collaborate with teams to implement solutions that enhance the customer experience

Requirements:

• Minimum of a bachelor's degree in a related 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 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
• Judgement in dealing effectively and diplomatically with all levels 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 Microsoft Office Suite
• Ability to manage many support tickets concurrently across multiple channels
• Bachelor's degree in business, communications, or a related field preferred
• Experience with web development and other technology development
• 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
• Familiarity with component-based content management systems: Sitecore a bonus
• Experience with customer support tools: Helix, Footprints a plus
• Experience with project management tools such as Jira, and Confluence