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NIC Colorado, a division of Tyler Technologies is the organization behind eGovernment services in the State of Colorado. We are a talented team of programmers, designers and project managers who are dedicated to improving the lives of Colorado citizens through the web and mobile applications that we build on behalf of our government partner in Colorado. We are passionately leading a new era of digital public service, using technology to bring government to the people of Colorado in meaningful and convenient ways. NIC Colorado is currently seeking applicants for a Service Desk Analyst role to assist in the support of web-based applications and services for state and local government partners.
Responsibilities:- Customer Service of complex Internet and e-commerce products and services through phone call, email and live chat session customer service channels
- Responsible for entering, maintaining and updating customer information
- Process incoming customer requests as they relate to services
- Problem resolution, responds to inquiries and makes adjustments as necessary
- Meet milestone deadlines directed by management
- Work within framework of strategic company business plan
- Execute a highly effective customer service model
- Support customer service for state agencies and association members
- Respond to, organize and follow-up with customer support email
- Respond to Live Help Offline Messages
- Researching services and questions related to government services
- Provide customer and partner support of services, including but not limited to:
- Payment Processing, Web Site Content Management, and Custom Internet Applications
- Payment processing support for end user customers and state and local government partners
- Research charge inquiries and provide explanations to customers and partners
- Assist with processing and managing all credit card disputes and work with government partners to resolve credit card disputes with financial institutions
- Obtain and file Refund Authorization Forms
- Assist with user management and execute password reset procedures
- Notify team members on application issues and suggestions
- Initial set-up of customers for subscription services: manage documentation and correspondence with subscribers
- Assist with quality assurance testing of new applications and services
- Assist with management of social media
- Assist with special projects as assigned
- Undergraduate degree or related work experience
- Outstanding communications and public relations skills
- Must be able to work as/with a team
- Minimum of two years' job related experience
- Excellent customer service skills, including good verbal and written abilities
- Strong organizational and prioritization skills
- Self-motivated
- Desire to work in a fast-paced, entrepreneurial environment