Remote 311 Support Analyst & Knowledge-Base Builder

Iron Bow Technologies; United States; On-site; USD 23,419 - 25,830; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401(k) plan

Paid time off

Wellness benefits

Financial benefits

Job summary

Iron Bow Technologies is seeking a Remote 311 Call Center Analyst to deliver friendly, non-technical customer service for county government inquiries. You will help stand up a new knowledge base, support end users, and assist IT Customer Service with tasks as needed.

Expect to handle password resets, escalations, incident updates, and proactive maintenance while maintaining SLAs. The role emphasizes empathy, strong communication, and teamwork within a growing county-wide IT capability that will

Qualifications

• Customer service or technical support experience is a must.
• Proficiency in troubleshooting basic technical issues.
• Exceptional multitasking ability.
• Strong communication skills and empathy for end users.
• Ability to follow processes and adhere to SLAs.

Responsibilities

• User account management (password reset, account unlocks, permissions)
• Escalate incidents that cannot be resolved to the next level per SLAs
• Update users on incident or service request status
• Provide proactive workstation maintenance (security patches, updates)
• Deliver excellent customer service with a positive attitude
• Collaborate with team to share knowledge and best practices

Skills

Customer service

Technical support

Troubleshooting

Multitasking

Communication skills

Empathy

Process adherence

Attention to detail

Team player

Job description

Iron Bow Technologies is seeking a Remote 311 Call Center Analyst to deliver friendly, non-technical customer service for county government inquiries. You will help stand up a new knowledge base, support end users, and assist IT Customer Service with tasks as needed.

Expect to handle password resets, escalations, incident updates, and proactive maintenance while maintaining SLAs. The role emphasizes empathy, strong communication, and teamwork within a growing county-wide IT capability that will