Jobsfiller
Website Citi
Job Responsibilities:
- Provide phone, email, and Help Desk support for multiple government web-based applications, including in depth technical troubleshooting with agency users and their IT Support; make troubleshooting decisions based on agency’s unique security settings and criticality of user inquiry.
- Log, manage, and own cases through resolution and assist with root cause analysis, identify fix and preventative measures. Ensure all cases are updated on a regular basis and clients are advised of status in adherence to service level agreements.
- Provide superior service and timely resolution to high profile and sensitive clients as unresolved issues may result in a large negative financial impact. Use of critical thinking and solid judgment skills needed to mitigate possible reputational risk.
- Maintain or exceed key performance identifiers at or above published expectations.
- Complete daily tasks such as system validations, handling rejected items, internal and external reporting, shift turnover and delegating incoming customer inquiries to team.
Job Requirements:
- Ability to assess complex processes and deliver practical solutions
- A demonstrated history of strong interpersonal skills and positive peer engagement in a diverse environment
- Knowledge of Public Sector business a plus
- Schedule: Monday – Friday, 11:30am – 8:00pm,
- Office is located in Newark, DE
- Ability to work remotely 2 days a week (PC and phone)
Qualification & Experience:
- 3+ years’ experience in Help Desk and/or application support
- Previous Customer Service experience preferred
- Bachelor’s degree or equivalent job experience
Job Details:
Company: Citi
Vacancy Type: Full Time
Job Location: Newark, DE, US
Application Deadline: N/A
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