311 Call Center Analyst at Iron Bow Technologies in Manassas, VA

Summary: Iron Bow Technologies is a next generation solutions provider delivering mission success across government, healthcare, and commercial industries. The 311 Call Center Analyst provides non-technical, non-emergency customer service to assist the County with various services and support the development of a new capability for Prince William County. Responsibilities: - Providing non-technical, non-emergency customer service to the entire County regarding all aspects of the County Government/Services - Developing processes and procedures from scratch using technical tools (SalesForce) - Developing a new Knowledge Base (KB) to enable the 311 CCA Team to quickly provide customers the desired service quickly and efficiently - Assisting the IT Customer Service Team when needed under supervision - Providing basic end-user technical support via phone, email, or Microsoft Teams - User account management (password reset, account unlocks, assigning permissions) - Escalating incidents that cannot be resolved to the next level of support in line with service level agreements (SLAs) - Updating users on the status of their incident or service request - Providing proactive maintenance workstations as appropriate, for example, ensuring security patches are installed, and applications are up to date - Providing excellent customer service and maintaining a positive attitude - Collaborating with team members to share knowledge and best practices for resolving customer issues Required Qualifications: - 0-2 years of experience in customer service or technical support role is a must - Troubleshooting basic technical issues - Multi-tasking skills are top notch - Strong communication skills - Empathy and ability to relate to the end-user - Proven ability to follow processes and procedures accurately - Attention to detail is impressive - Team player with a positive attitude Preferred Qualifications: - Live within Prince William County - Previous IT support experience Required Skills: Technical support, SalesForce, User account management, Microsoft Teams, Knowledge Base development Benefits: Medical, Dental, Vision coverage, A 401(k) plan, Paid time off, Additional wellness and financial benefits