Digital Services Specialist

City of Charleston

About The Position

This person commands a comprehensive understanding of all City of Charleston’s digital service offerings and effectively responds to requests for digital services assistance. They are considered a digital expert, and provide support for Citizen Self Service (CSS), T2 Parking Ticket Payment and Residential Parking Permits, Citizen Services (GovQA) and other digital solutions. They troubleshoot all e-service related situations and provides resolutions for the customer in a timely manner while executing an outstanding customer experience.

Requirements

Associate's degree and 4 years of related experience and/or training; or an equivalent combination of education and experience.
Valid South Carolina driver's license.
Working knowledge of managing accounts related to enterprise systems and PC applications including Microsoft Word, Excel, Outlook and mobile and internet browsers.

Nice To Haves

Bachelor's degree

Responsibilities

Delivers a consistent and exceptional customer service experience by assisting customers with service requests for digital services via email and other applications.
Approves and links CSS accounts to the correct entity, conducts quality assurance checks and merges duplicates accounts.
Troubleshoots online and mobile application issues.
Provides expert support for digital payments across multiple platforms.
Stays abreast and informed of news, features, changes and upgrades from our service providers and how changes will impact customers and employees.
Gathers and prioritizes strategically valuable feature ideas for different platforms.
Communicates with internal and external customers professionally in writing as well as via phone.
Explains regulations, policies and procedures to internal and external customers.
Develops Standard Operating Procedures for internal and external customers.
Develops and leads training programs on content strategy and writing for the web user guides.
Performs other duties as assigned.