Contact Center Analyst

State-of-Georgi; Atlanta (GA); Hybrid; USD 42,000 - 45,000; Full time

Job summary

State of Georgia seeks a Contact Center Analyst to support customers across multiple channels, analyze needs, and guide users through Workday and Jaggaer in a busy help desk setting.

You will collaborate with team leads, management, and business partners to ensure accurate information, maintain CRM records, and uphold quality standards in a hybrid work arrangement with some in-office days.

Qualifications

• Strong communication and customer service skills required.
• Experience with help desk or call center environments preferred.
• Knowledge of Workday and Jaggaer is a plus.

Responsibilities

• Analyze information to determine customer needs and concerns.
• Provide help desk support and document inquiries in CRM.
• Assist in evaluating new technologies to improve service.
• Research system problems and propose solutions.
• Maintain procedures and documentation for systems.

Skills

Verbal communication

Written communication

Active listening

Customer service

Multitasking

CRM systems

Call center experience

Education

High school diploma/GED

Undergraduate degree encouraged

Tools

CRM

ACD

Workday

Jaggaer

OneDrive

Job description

Explore a World of Opportunity with the State of Georgia!We are the force that drives Georgia!Georgia State Government is a large enterprise, composed of various agencies and entities with a common goal to improve the lives of Georgia's more than 10 million citizens!Join Team Georgia and impact lives everyday while receiving a robust benefits package designed for every stage of your career!Job Title:Contact Center AnalystAgency:Department of Administrative ServicesJob Requisition ID:JR0000004362Shift:Day (United States of America)Compensation Details:$41,569 - $45,000Job Description:(Hiring salary will be based on experience, credentials, internal pay equity, and statewide rules.)GENERAL DESCRIPTION:The Contact Center Analyst serves as a customer service professional responsible for providing timely, accurate, and professional assistance to customers across multiple communication channels. This position supports customers by responding to inquiries, resolving service requests, providing system and process guidance, and escalating complex issues to the appropriate support teams.We are seeking an individual with strong technical and customer service skills. The Contact Center works day to day of analyzing customer business needs and issues. In this role you will be working in a help desk environment working with external and internal customers in all tasks related to Workday and Jaggaer.Job Responsibilities :Analyzes information to determine nature and extent of customer’s requirements and concernsProvides customer support in the maintenance of systemsParticipates in evaluation of new technologies or solutions to improve service and efficiency of systemsResearches and analyzes system/user problems by applying a variety of analytical and research techniquesParticipates in the establishment of standards and procedures to be used in the development of systemsTechnical CompetenciesAbility to research, analyze information and make recommendationsAbility to evaluate existing systems and understand their structure and component partsMaintain working knowledge of current procedures, knowledge articles, training materials, system updates, and operational changes.Adapt quickly to new technology, applications, procedures, and organizational changes.Knowledge of customer needs and business requirementsWork collaboratively with Contact Center Analysts, Team Leads, management, technical teams, and business partners .Telephony CompetenciesAbility to obtain client information by answering telephone calls in a call center environment, interviewing customers and verifying information.Ability to document customers inquiries and escalate customer’s additional needs through a Customer Relations System (CRM)Ability to inform customers by explaining procedures, answering questions and providing information.Able to maintain and improve quality results by adhering to standards and guidelines as well as recommending improved procedures.Ability to provide accurate customer serviceRequired SkillsExcellent verbal and written communication skillsAbility to actively listen, comprehend customer’s needs and accurately deliver informationCustomer service skillsAbility to multitask with a strong attention to detailAbility to project and maintain a professional demeanor in a call center environmentMeets established quality and productivity expectations.This position may require some travel.Completion of a pre-employment background check is required .DOAS participates in a hybrid work environment andtelework is encouraged with some days in the office required.MINIMUM ENTRY QUALIFICATIONS:Undergraduate degree is encouraged.High school diploma/GED;OR two (2) years of experience at the lower level Help Desk Analyst 1 (ITP150) or position equivalent.Note: An equivalent combination of knowledge, education, job or intern experience, training, or certifications that provides the necessary knowledge and skills to successfully perform the job at the level listed may be substituted year-over-year.PREFERRED QUALIFICATIONS: Preference will be given to applicants who, in addition to meeting the minimum qualifications, possess one or more of the following items below. PLEASE CLEARLY INDICATE YOUR KNOWLEDGE OF THESE QUALIFICATIONS ON YOUR RESUME.Three years of experience in help desk, call center or systems support environmentExperience working with Workday and/or JaggaerExperience working with Procurement Applications Systems in a call center environmentExperience using a cloud based application such as CRM, ACD call platform, and OneDriveApplications accepted at Team Georgia Careershttps://careers.georgia.gov/Due to the volume of applications received, we are unable to provide information on application status by phone or email. Only those applicants selected for an interview will be contacted by the hiring agency.This position is subject to close at any time once a satisfactory applicant pool has been identified.DOAS is an equal opportunity employer.The Georgia Department of Administrative Services is committed to providing an inclusive and accessible experience to everyone, including those with disabilities. If you require a reasonable accommodation in completing this application, interviewing, or otherwise participating in the employee selection process, please contact Kristen Matekenya at [e-mail] or 404-463-6773.When applying for this position, you will be asked if you meet the minimum qualifications for this position as stated below and may possibly be presented with additional questions to assess preferred qualifications. Preference will be given to applicants who meet one or more of the preferred qualifications and have demonstrated experience clearly indicated in their work history .Minimum Qualifications:High school diploma/GED; or two (2) years of experience at the lower level Help Desk Analyst 1 (ITP150) or position equivalent.-Note: An equivalent combination of knowledge, education, job or intern experience, training, or certifications that provides the necessary knowledge and skills to successfully perform the job at the level listed may be substituted year-over-year.Equal Employment Opportunity EmployerThe State of Georgia does not discriminate based on race, color, national origin, sex, religion, age, disability, or other protected categories in employment or the provision of services.Qualified applicants may request reasonable accommodation when needed during the application and/or screening process by contacting the appropriate agency Human Resources department.