311 Call Center Analyst

Iron Bow Technologies•Manassas, VA

3d•Onsite

About The Position

The 311 Call Center Analyst provides non-technical, non-emergency customer service to the entire County regarding all aspects of County Government/Services. This role involves standing up a new capability for Prince William County to support residents in all aspects of County services, developing processes and procedures from scratch using technical tools like Salesforce. A key part of this role is developing a new Knowledge Base (KB) to enable the 311 CCA Team to provide customers with the desired service quickly and efficiently. This KB will be used by the CCA Team and will later feed/train an AI-based tool. During slower periods, there is an opportunity to assist the IT Customer Service Team with basic end-user technical support via phone, email, or Microsoft Teams, including user account management (password resets, account unlocks, assigning permissions), escalating incidents, updating users on incident status, and providing proactive workstation maintenance.

Requirements

Customer service or technical support role is a must.
Troubleshooting basic technical issues.
Multi-tasking skills.
Communication skills.
Empathy and ability to relate to the end-user.
Proven ability to follow processes and procedures accurately.
Attention to detail.
Team player with a positive attitude.

Nice To Haves

Live within Prince William County
Previous IT support experience

Responsibilities

Provide non-technical, non-emergency customer service to the entire County regarding all aspects of County Government/Services.
Develop processes and procedures from scratch using technical tools (SalesForce).
Develop a new Knowledge Base (KB) to enable the 311 CCA Team to quickly provide customers the desired service.
Assist, under supervision, the IT Customer Service Team with basic end-user technical support via phone, email, or Microsoft Teams.
Perform user account management (password reset, account unlocks, assigning permissions).
Escalate incidents that cannot be resolved to the next level of support in line with service level agreements (SLAs).
Update users on the status of their incident or service request.
Provide proactive maintenance workstations as appropriate, for example, ensuring security patches are installed, and applications are up to date.
Provide excellent customer service and maintain a positive attitude.
Collaborate with team members to share knowledge and best practices for resolving customer issues.