Contact Center Analyst

About the role

Explore a World of Opportunity with the State of Georgia!

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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 Analyst
• Agency: Department of Administrative Services
• Job Requisition ID: JR0000004362
• Shift: Day (United States of America)

Compensation Details

$41,569 - $45,000

About the role

(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 concerns
• Provides customer support in the maintenance of systems
• Participates in evaluation of new technologies or solutions to improve service and efficiency of systems
• Researches and analyzes system/user problems by applying a variety of analytical and research techniques
• Participates in the establishment of standards and procedures to be used in the development of systems

Technical Competencies

• Ability to research, analyze information and make recommendations
• Ability to evaluate existing systems and understand their structure and component parts
• Maintain 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 requirements

Work collaboratively with Contact Center Analysts, Team Leads, management, technical teams, and business partners.

Telephony Competencies

• Ability 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 service
• Required Skills
• Excellent verbal and written communication skills

• Ability to actively listen, comprehend customer’s needs and accurately deliver information
• Customer service skills
• Ability to multitask with a strong attention to detail
• Ability to project and maintain a professional demeanor in a call center environment
• Meets 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 and telework 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 environment
• Experience working with Workday and/or Jaggaer
• Experience working with Procurement Applications Systems in a call center environment
• Experience using a cloud based application such as CRM, ACD call platform, and OneDrive

Applications accepted at Team Georgia Careers

• 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.

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.