Contact Center Analyst
About The Position
The Contact Center Analyst is a customer service professional who provides timely, accurate, and professional assistance to customers through multiple communication channels. The position responds to inquiries, resolves service requests, provides system and process guidance, and escalates complex issues to the appropriate support teams. It supports internal and external customers in a help desk environment, working with Workday and Jaggaer and analyzing customer business needs and issues. The role requires strong technical and customer service skills, familiarity with current procedures and system updates, and the ability to adapt to changing technologies and processes. The position may require some travel. DOAS participates in a hybrid work environment, with telework encouraged and some days in the office required. A pre-employment background check is required.
Requirements
- High school diploma or GED, or two years of experience at the lower-level Help Desk Analyst 1 (ITP150) or an equivalent position.
- An equivalent combination of knowledge, education, job or intern experience, training, or certifications may substitute year-over-year for the stated minimum qualifications.
- Excellent verbal and written communication skills.
- Ability to actively listen, understand customer needs, and accurately deliver information.
- Customer service skills.
- Ability to multitask with strong attention to detail.
- Ability to project and maintain a professional demeanor in a call center environment.
- Ability to research and analyze information and make recommendations.
- Ability to evaluate existing systems and understand their structure and component parts.
- Knowledge of customer needs and business requirements.
- Ability to adapt quickly to new technology, applications, procedures, and organizational changes.
- Ability to obtain client information, document inquiries, and explain procedures in a call center environment.
Nice To Haves
- Undergraduate degree is encouraged.
- Three years of experience in a 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, an ACD call platform, and OneDrive.
Responsibilities
- Analyze information to determine the nature and extent of customers’ requirements and concerns.
- Provide customer support in the maintenance of systems.
- Participate in evaluating new technologies or solutions to improve service and system efficiency.
- Research and analyze system and user problems using a variety of analytical and research techniques.
- Participate in establishing standards and procedures for system development.
- Maintain working knowledge of current procedures, knowledge articles, training materials, system updates, and operational changes.
- Collaborate with Contact Center Analysts, Team Leads, management, technical teams, and business partners.
- Answer telephone calls in a call center environment, interview customers, and verify information.
- Document customer inquiries and escalate additional customer needs through a Customer Relations System (CRM).
- Explain procedures, answer questions, and provide information to customers.
- Adhere to standards and guidelines, maintain quality results, and recommend improved procedures.
- Provide accurate customer service and meet established quality and productivity expectations.
Benefits
- Robust benefits package designed for every stage of an employee’s career.
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What This Job Offers
Job Type
Full-time
Education Level
High school or GED
