Hybrid Contact Center Analyst: Customer Support Pro

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

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.