Digital Services Specialist

Job Title

This job will be accepting job applications until the position is filled.
Annual Salary: $55,594.50 - $57,486.00
Hourly: $28.51 - $29.48
Department: Budget, Finance & Revenue Collections, General Government
Division: Revenue Collections
FLSA: Non-Exempt
Job Description: 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.
Examples Of Duties

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 duplicate 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.
Basic Qualifications

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.
Preferred Qualifications

Bachelor's degree
Other Necessary Requirements

May require evenings, weekends, and holidays as scheduled.
In the event of major storms or other emergency situations, this position may be subject to 24-hour shifts or any other emergency schedule that is necessary to meet the City's needs.
The City of Charleston is firmly committed to Equal Employment Opportunity (EEOC) as a fundamental policy to be implemented and observed in our daily operation. Our full EEOC statement can be found on our website.