Vacancy expired!
The nation’s premier provider of innovative digital government solutions and secure payment processing is currently seeking an
eGovernment Support Specialist to complement our team in Trenton, New Jersey. Acquired by Tyler Technologies (NYSE: TYL) on April 21, 2021, NIC is a leader in digital government solutions and payments, partnering with government to deliver user-friendly digital services that make it easier and more efficient to interact with government. NIC and Tyler are united in their mission to empower public sector entities to operate more efficiently and connect more transparently with their constituents and with each other.NIC New Jersey is the Trenton-based subsidiary that helps New Jersey government entities web-enable their information services. Our electronic government solutions use technology to increase efficiency and reduce costs for governments and their constituents.We are seeking an enthusiastic and motivated candidate who thrives in a fast-paced environment to join our team. The eGovernment Services Support Specialist will be responsible for answering questions related to the 100+ online services we provide as well as fielding general calls from the public about related government services. We are looking for someone who can juggle multiple tasks, and provide accurate, friendly and professional responses. Candidates should be well-versed in Internet usage including various browsers and how they work (settings, maintenance, caching) and have excellent problem-solving skills. This role will be assisting users with issues relating to log in, payments, how to use our services, troubleshooting any errors that occur and working with project teams to resolve any issues reported.Duties:- Provide professional, accurate, and timely responses to customer inquiries via email, phone, and chat.
- Identify, troubleshoot and resolve issues with applications and services, utilizing multiple resources to find resolutions
- Serve as the owner of all incidents and service requests and ensure resolution is within established Service Level Agreements.
- Handle and resolve customer complaints.
- Utilize ticket-tracking system to keep records of customer interactions, process customer accounts and file documents.
- Provide continual evaluation of processes and services. Management encourages eGovernment Support Specialists to suggest methods for improving operational efficiency and service to both internal and external customers
- Assist with the testing of services and provide suggestions for improvements.
- Develop training/knowledge base content and materials to ensure smooth and successful customer service support.
- Execute a highly effective customer service model
- Other miscellaneous duties, as required.
- Undergraduate degree or minimum of 2 years of web technical support experience
- Well-versed in Internet usage including various browsers, how they work, settings and maintenance
- Excellent listening skills and the ability to ask probing questions, understand concerns, and solve problems
- Excellent interpersonal, written, and oral communication skills
- Strong work ethic and self-starter, able to effectively manage multiple priorities and adapt to change within a fast-paced business environment
- Ability to learn and navigate new software quickly
- Dealing calmly and effectively with high stress situations or customer complaints
- Concise, respectful communicator with strong sense of urgency
- Strong organizational abilities and prioritization skills
- Excellent attention to detail and accuracy
- Bilingual in English/Spanish is a plus
- Competitive medical, dental and vision insurance plans
- Stock purchase plan
- 401(k)
- Company wellness program
- Paid State holidays and vacation
- Tuition reimbursement
Vacancy expired!