We are looking for experienced, customer-focused
Contact Center Representatives
to join a flexible and collaborative support team serving a critical public sector department. This is a high-impact, front-line role designed to provide
responsive, empathetic, and technically informed assistance
to residents and internal users. This role is ideal for individuals who are adaptable, tech-savvy, and committed to delivering service excellence during a major transition phase. Key Responsibilities:
Serve as the
first point of contact
for resident/public inquiries via phone, email, or chat. Accurately
log and categorize queries
using platforms like
Salesforce, Jira , or equivalent ticketing systems. Collaborate with internal technical teams to
triage issues
and provide timely, accurate resolutions. Proactively
minimize hold times
and ensure a smooth, positive experience for callers. Identify cases for
escalation or follow-up , ensuring no resident query goes unresolved. Maintain
clear documentation
of all interactions and support activities. Help reduce
call abandonment rates
and increase responsiveness through process awareness. Stay current on evolving tools, systems, and internal workflows. Requirements:
Experience in a
customer-facing technical support or contact center role . Working knowledge of
Salesforce, Jira , or similar CRM/ticketing platforms (training support available). Strong communication, active listening, and troubleshooting skills. Ability to thrive in a
fast-paced, high-volume support environment . Strong
ownership mindset
and willingness to adapt to changing support demands. Preferred Qualifications:
Experience supporting
government or public-sector
entities is a plus. Familiarity with
ITIL/SLAs/service desk processes
preferred. Ability to support a
flexible engagement model , including ramp-up/ramp-down scenarios based on volume.
Contact Center Representatives
to join a flexible and collaborative support team serving a critical public sector department. This is a high-impact, front-line role designed to provide
responsive, empathetic, and technically informed assistance
to residents and internal users. This role is ideal for individuals who are adaptable, tech-savvy, and committed to delivering service excellence during a major transition phase. Key Responsibilities:
Serve as the
first point of contact
for resident/public inquiries via phone, email, or chat. Accurately
log and categorize queries
using platforms like
Salesforce, Jira , or equivalent ticketing systems. Collaborate with internal technical teams to
triage issues
and provide timely, accurate resolutions. Proactively
minimize hold times
and ensure a smooth, positive experience for callers. Identify cases for
escalation or follow-up , ensuring no resident query goes unresolved. Maintain
clear documentation
of all interactions and support activities. Help reduce
call abandonment rates
and increase responsiveness through process awareness. Stay current on evolving tools, systems, and internal workflows. Requirements:
Experience in a
customer-facing technical support or contact center role . Working knowledge of
Salesforce, Jira , or similar CRM/ticketing platforms (training support available). Strong communication, active listening, and troubleshooting skills. Ability to thrive in a
fast-paced, high-volume support environment . Strong
ownership mindset
and willingness to adapt to changing support demands. Preferred Qualifications:
Experience supporting
government or public-sector
entities is a plus. Familiarity with
ITIL/SLAs/service desk processes
preferred. Ability to support a
flexible engagement model , including ramp-up/ramp-down scenarios based on volume.