Team Georgia Careers · 1 day ago
Contact Center Analyst - SPD
Georgia - Fulton - Atlanta
Full-time
Hybrid
Entry Level
$42K/yr - $45K/yr
2+ years expTeam Georgia Careers is seeking a Contact Center Analyst to support the Team Georgia Marketplace initiative. The role involves analyzing customer business needs, implementing new systems, and providing customer support while working under minimal supervision.
Government Administration
Responsibilities
Analyzes customer business needs and participates in the planning, design and implementation of new or enhanced systems
Analyzes information to determine nature and extent of customer’s requirements and concerns
Develops and/or executes change management plans for transition to new systems
Consults with vendors or technical staff to insure that functionality of automated system is consistent with adherence to laws, regulations, and best practice standards by users
Documents business processes for users of new or upgraded system
Tests or coordinates testing of new installations or upgrades
Assists in the development of standards and procedures for use in new or enhanced existing systems
Provides customer support in the maintenance of systems
Administers training for business users
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
Qualification
Required
High school diploma/GED
OR two (2) years of experience at the lower level Help Desk Analyst 1 (ITP150) or position equivalent
Excellent verbal and written communication skills
Ability to actively listen, comprehend customer's needs and accurately deliver information
Superior 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
Preferred
Three years of experience in help desk, call center or systems support environment
Experience working with PeopleSoft Financials
Experience working with Procurement Applications Systems in a call center environment
Experience using a cloud based application such as CRM, ACD call platform
Company
Team Georgia Careers
We're Team Georgia Careers, the official career website for the State of Georgia! 🍑 Making a difference in the lives of 10 million Georgians every day.
10001+ employees
Funding
Current Stage
Late StageCompany data provided by crunchbase