Help Desk Analyst – WIC Customer Care Center - Latham, United States - CMA

CMA Latham, United States

4 weeks ago

Technology / Internet

Description

Position Overview

CMA is hiring a Call Center Agent to join the WIC Customer Care team based out of Latham, NY. CMA develops Management Information Systems (MIS) and provides Call Center Support for the Department of Health (DOH) and Special Supplemental Nutrition Program for Women, Infants, and Children (WIC programs) based in multiple states and regions. The Customer Care Center provides support for state-of-the-art web-based applications that facilitate DOH client management, benefit processing and enforcement of USDA rules. WIC local agencies and state agency users process benefits for eligible participants through web-based applications developed and maintained by CMA. The focus of this hiring request is to address the need for additional help desk staff to join the customer care team supporting WIC Services.

This position requires an accelerated learning capability for providing technical assistance for users working within the web-based and/or mobile applications and to assist in processing users' requests in support of the WIC programs. The Help Desk Analyst serves as the first point of contact for users seeking technical assistance. Agents are responsible for incoming calls and emails and tracking of the issues in the help desk ticketing system while providing excellent customer service. The Call Center Agent must be able to understand user requests and effectively understand and communicate problems and solutions using system and program knowledge. Part of the Customer Care function is to ensure access to the System for all users and support accurate data processing within the system.

The CMA Customer Care Center is available to receive calls up to 7 days a week (depending on the season) during both daytime and evening hours. This position requires flexibility to work Monday through Friday, and one Saturday a month with a day off during the week. Shifts available start around 8/8:30am and finish 4:30 to 8pm, depending on the start time. Saturday hours are 8:00am to 4:30pm. A qualified candidate will work 40 hours per week.

Desired Skills

• Ability to develop a high level of knowledge about the supported application and the functional domain in order to provide level 1 help desk support.

• Answer users' questions via phone or email.

• Document, classify, and report on client-reported issues, questions, and requests.

• Utilize the ticket management system to document issues and resolution.

• Route complex inquiries to developers; equipment and network problems to WIC MIS team members; and Ad Hoc Report Requests and policy related issues through the state program policy representatives.

• Be responsible for each call that is received, and even when escalated (internally or to an external organization). Escalate calls appropriately and set customer's expectations for response/resolution.

• Understand the Customer. Quickly and easily resolve issues and/or improve productivity. Provide the right answers to their questions.

• Research alternative solutions to problems, determine proper approaches, make verbal and/or written recommendations to clients.

• Continuously meets customer standards for service. Impress customers with the ability to 'go the extra mile'.

• Audit customer accounts and support tickets to ensure accuracy of information.

• Assist with the development of training materials, and tips and tricks bulletins.

• Assist with filling WIC-Specific knowledge gaps on the Service Desk.

• Stay up-to-date on USDA and State policies governing WIC.

Knowledge of architecture principles related to web-based applications, networks, and desktop environments (desktop, laptop, printers, scanners)

• Working knowledge of help desk operations and extensive hands-on experience in troubleshooting the desktop environment; including operating systems, standard Microsoft applications, e-mail services, and network connectivity / accessibility.

Mandatory Requirements

• Demonstrated interpersonal skills including communication, mentoring, coaching, and the ability to interact with colleagues at all levels.

• Ability to manage help desk ticketing systems, produce reports and analyze needs.

• Ability to troubleshoot and triage issues.

• Experience using Microsoft applications such as Outlook, Word, and Excel.

• Strong technical skills, including hands-on experience with Microsoft operating environments, standard desktop applications and utilities, networking, and internet connectivity and browser usage.

• Soft skills must include well-developed cognitive, communication, organizational, and interpersonal skills.

• Team player with a strong customer focus.

• 3 years of customer service experience.

• High School Diploma or GED.

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