Job Summary:
Experienced in call center or customer service.
Tech-savvy, computer background and/or networking experience.
Key Responsibilities:
Serve as the first point of contact for resident/public inquiries via phone, email, or chat.
Accurately log and categorize queries using platforms like Salesforce, Jira, or equivalent ticketing systems.
Collaborate with internal technical teams to triage issues and provide timely, accurate resolutions.
Proactively minimize hold times and ensure a smooth, positive experience for callers.
Identify cases for escalation or follow-up, ensuring no resident query goes unresolved.
Maintain clear documentation of all interactions and support activities.
Help reduce call abandonment rates and increase responsiveness through process awareness.
Requirements:
Experience in a customer-facing technical support or contact center role.
Working knowledge of Salesforce, Jira, or similar CRM/ticketing platforms (training support available).
Strong communication, active listening, and troubleshooting skills.
Must be able to pass PD background check.