What are the responsibilities and job description for the Customer Service Representative 1 (Gateway Customer Application Support Helpdesk) position at Georgia Department of Human Services?
Stronger Families for a Stronger Georgia. The Georgia Department of Human Services (DHS) is a dynamic state agency responsible for delivering a wide range of services to Georgia's most vulnerable populations. Our mission is to strengthen Georgia by providing individuals and families access to services that promote self-sufficiency, independence, and protect Georgia's vulnerable children and adults.
What we offer. Enjoy a generous benefits package that includes a flexible work schedule, unique training opportunities, employee retirement plan, 401(k) plan and 457 plan, 13 paid holidays, vacation & sick leave, medical, dental, vision, long/short-term care, life insurance, and employee discount programs; in addition to telework opportunities depending upon the position.
Start your career in public service. The Division of Family and Children Services (DFCS), Office of Family Independence (OFI), is seeking candidates to fill position as a Help Desk Representative. The go-to person for providing troubleshooting assistance and managing relatively modest Georgia Gateway concerns and logging the call activity. They will be responsible for answering and addressing system and user issues in a timely and professional manner. They will have knowledge of the software and proactively maintain daily system performance, having the ability to troubleshoot customer problems. Innate follow-up and follow-trough skills are all essential aspects of the help desk support team’s day-to-day role. Position open to external candidates and promotional opportunities only.
JOIN OUR TEAM!!!
Pay Grade: F- Confer with customers via telephone to provide navigation and assistance with GA Gateway systems.
- Ensures that appropriate changes were made to resolve the customer’s issues.
- Refer unresolved customer resolution to the designated departments for further investigation.
- Monitors and responds quickly to incoming requests related to GA Gateway.
- Maintain daily log and disposition of client calls.
- In the event of decrease in volume for the help desk, the staff will be added to assist in online and offline changes, virtual lobby, general inquiry, telephonic application and telephonic renewal.
- High school diploma or GED AND One (1) year of experience communicating information in a customer service setting as required.
Preference will be given to candidates who, in addition to meeting the minimum qualifications, demonstrate some or all the following skills/experience:
- Minimum of 1 year of working in a fast-paced Call Center environment working on platforms (AVAYA, Nortel, Verint, Platform 28 etc.) required.
- Effective written and verbal communication skills.
- Skilled in using Microsoft Office including Word, Excel; knowledge of PowerPoint and/or Visio.
- Working or previous help desk knowledge.
- Experience working with Eligibility Programs (ie., SNAP or Family Medicaid).
For more detailed information about the Georgia Department Human Services
https://dhs.georgia.gov/
Employment Information
Current State employees are subject to State Personnel Board (SPB) Rules regarding salary.
DHS is an Equal Opportunity Employer
If you require accommodations under the Americans with Disabilities Act (ADA), email request by the closing date of this announcement to: @HRHelpline
The candidate selected for this position may be subject to pre-employment drug screening, education verification, reference, motor vehicle records, and criminal background checks.
DHS accepts educational credential recognized by the Council for Higher Education Accreditation (CHEA) and/or the US Department of Education (DOE) will be considered. DHS will contact educational institutions to verify degree, diploma, licensure, etc.
As an employee of DHS, in the event of an identified emergency you may be required, as a term and condition of employment, to assist in meeting the emergency responsibilities of the department.
Due to the volume of applications received, we are unable to provide information on application status by phone or e-mail. All qualified applicants will be considered but may not necessarily receive an interview. Selected applicants will be contacted by the hiring official for next steps in the selection process. Only applicants who are selected and interviewed will receive notification.
This position is subject to close at any time once a satisfactory applicant pool has been identified.
Salary : $37,440
