Job Description
General Description
The Customer Solutions Specialist will be responsible for ensuring customer satisfaction by helping to solve issues that come through our help desk. The ideal candidate will be working in the help desk, responding to inquiries, identifying customer needs and assisting them with their software. This role will partner with the Operations team to ensure up to date processes and procedures are thoroughly documented and available for internal staff as well as customers.
Purpose of the Role
To provide excellent customer service and ensure required resources are available to internal GVT staff as well as customers.
Qualities Needed for Success
QUALIFICATIONS FOR THE JOB:
Education:
- High School Diploma required, BA or BS in Human Resources, Public Administration, Social Services or Project Management preferred.
Note: At GVT our priority over specific educational backgrounds is having a positive attitude and the motivation to learn.
Experience:
- Strong computer and technical skills
- Project management skills a plus
- Background in social services and a general understanding of the public sector
- Microsoft Office and Outlook 365
- Familiarity with software management is a plus
KEY COMPETENCIES:
- Communication and problem-solving skills
- Strong writing skills and attention to detail
- “Think outside the Box” attitude and approach
- Strong organizational skills
- Self-motivated
- Comfortability in meeting strict deadlines
MAJOR DUTIES AND RESPONSIBILITES:
- Respond to customer inquiries timely and accurately
- Update task manager system and ensure thorough documentation
- Identify customer needs and assist with training as needed
- Assign tasks to appropriate team members and assist with task management
- Partner with team members in Project development and implementation
- Test and document site issues
- Make minor development changes to forms (i.e. add fields, remove fields, change layout, etc.)
- Take meeting notes on calls with customers
- Develop and maintain training materials
- Problem solve with the customer through questions or concerns as needed
- Other duties as assigned based on needs of the company
*Salary commensurate with experience.