Job Location: This position will be located at 930 Wildwood Drive, Jefferson City MO 65109
Why you’ll love this position:While working in the Bureau of WIC and Nutrition Services (WICNS), you will help us improve the nutritional health status of financially eligible and nutritionally at-risk women, infants, and children. We are committed to a culture of teamwork to accomplish our goals together. We maintain a friendly and highly productive work environment, delivering excellence through collaboration with partners and stakeholders, and we embrace a work-life balance by prioritizing respect, boundaries, and time. We are seeking a customer service representative to utilize their technical and professional skills to ensure the unit delivers exceptional customer service. In this role you will be the first line of contact and tasked with solving a variety of system support issues with rapid resolution. You will work independently to receive inbound calls or email and resolve the issue or escalate as appropriate. You will provide technical assistance, diagnose and troubleshoot WIC system errors and educate the end user. If you’re a people person with excellent listening skills, a passion for technology and assisting others, this job is for you! This position is Monday - Friday, 8:00 - 5:00 p.m. The position may be eligible for a hybrid schedule after a successful onboarding period, working in the Jefferson City office a minimum of two days per week if approved.
- Provide technical assistance, troubleshooting or system education by responding to calls and email to the WIC Help Desk equating to an average of 120 calls per week.
- Document calls and emails from initial contact to resolution within Sharepoint and Genesys.
- Research technical issues and inquiries about product functionality and best practices to resolve customer inquiries.
- Consistently demonstrate a positive, empathetic, and professional demeanor when interacting with customers.
- Assist with testing new systems in advance of providing product customer support.
Minimum Qualifications: - Possess high school diploma or high school equivalency certificate, and 2-4 years of relevant experience in customer support, technical support, help desk support or closely related work.
- Excellent customer service skills with the ability to effectively communicate via phone or email to diagnose problems remotely in a help desk support capacity.
- Competitive candidates will have experience using technology such as Genesys, Sharepoint, Excel and Outlook.
- Ability to recognize courses of action that can be taken to apply research through learned knowledge or available resources to resolve problems.
Lack of post-secondary education will not be used as the sole basis denying consideration to any applicant.The State of Missouri offers an excellent benefits package that includes a defined pension plan, generous amounts of leave and holiday time, and eligibility for health insurance coverage. Your total compensation is more than the dollars you receive in your paycheck. To help demonstrate the value of working for the State of Missouri, we have created an interactive Total Compensation Calculator. This tool provides a comprehensive view of benefits and more that are offered to prospective employees. The Total Compensation Calculator and other applicant resources can be found here .
