Open, monitor, work, and close tickets in a ticket tracking system responding promptly to customer needs.
Monitor calls including tickets entered in the ticket tracking system for problems
Verifies user information, communicates outstanding issues and status resolution to users and supervisor, programming support staff, other government agencies, and community partners as applicable to meet commitments.
SKILLS & EXPERIENCE REQUIRED
Strong customer service skills including effective listening and problem resolution techniques with attention to detail.
Excellent interpersonal written and oral communication skills.
Critical thinking, problem solving, and effective decision making engaging in critical thinking using logic and reasoning working collaboratively or independently.
Handle phone calls and walk-ups while juggling multiple other priorities.
Analyze complex issues and resolve incidents efficiently and effectively.
Determine the impact of issues and recommend changes to improve efficiency and reduce waste.
Balance, prioritize, and organize multiple tasks and adjust plans accordingly.
Imaging desktops, laptops, and tablets and deploy equipment to agency staff.