Help Desk Customer Service Representative

Are you a creative thinker who loves to be on the cutting edge, solving problems though innovative technology solutions? Are you passionate about customer strategy, digital design, marketing, and platform development? Our Customer & Marketing Offering Portfolio integrates the differentiated customer and marketing businesses that support the mission-critical goals of federal, state and local government agencies, and higher education institutions. By joining our team, you will play a vital role in making an impact for our clients and the people they serve through our growth strategy, enhanced user experiences, and engagement through the entire lifecycle of customers' interactions with the public sector.

Work you'll do as a Help Desk Customer Service Representative

Provides end-user support for issue triaging, resolution, and prioritization for root cause analysis.

Essential Job functions

• Triaging issues received via phone, fax, or email

• Classifying issues for further analysis of training needs, business process documentation, or system fixes

• Communicating resolutions to end-users who have reported issues

• Managing any backlog of issues to timely resolution

The team

Deloitte's Government and Public Services (GPS) practice - our people, ideas, technology and outcomes-is designed for impact. Serving federal, state, & local government clients as well as public higher education institutions, our team of over 15,000+ professionals brings fresh perspective to help clients anticipate disruption, reimagine the possible, and fulfill their mission promise.

The GPS Human Services Transformation offering designs and implements large, complex systems development and transformation projects to Human Service agencies across federal, state, and local government agencies as well as higher education institutions. With end-users, customers, and workers at the center, we collaborate with our clients to deliver quality human services and work to support individuals in need. Some areas that we focus on include Children Services, Eligibility & Enrollment, Child Support Enforcement, and Labor & Workforce Development.

Qualifications

Required

• 2 years of experience as a Customer service representative

Preferred:

• Strong verbal and written communication skills
• Maintaining a positive attitude when dealing with difficult situations
• Ability to understand issue escalation responsibilities
• Prior experience working with State government human services programs
• Prior experience as a case worker for the Medicaid and CHIP program