We’re looking for qualified and interested service desk professionals for upcoming public sector roles.
- Work Remotely
- Contract
We’re looking to connect with people who can leverage their expert knowledge of desktops/networks/telecommunications and related hardware, Microsoft OS Platforms, Office 365 Suite and other desktop productivity and diagnostic software packages, iOS/Android mobile IT devices, and Active Directory.
Please share your resume if you’re interested in the opportunity to enhance your analytical/problem solving skills, your organization/prioritization skills working in a high-pressure environment with a focus on your customer service skills, IT knowledge, interpersonal and oral/written English communication skills.
We’ll reach out first to people with skills such as:
- Analytical and problem-solving skills to identify and assess client system problems resulting from equipment failures, operating system configurations and application errors.
- Expertise in recommending and implementing effective software solutions and optimizing computer and application usage.
- Ability to plan, organize and prioritize tasks in a high-pressure environment.
- Proficient in both written and oral English communication skills
- Effective time management skills
- Strong customer service and client interaction skills
- Experienced with de-escalation methods
- Ability to work independently and autonomously while maintaining a high first point resolution.
- Prior experience in a service desk or contact centre environment.
The responsibilities of these roles:
- Greets clients (inbound and outbound as required), responds knowledgeably to telephone inquiries from internal and external clients, including the public, and business community; provides various information related to designated services or line(s) of business regarding programs, services, legislation, policies and procedures
- Encourages voluntary compliance with government programs and initiatives.
- Refers clients to government/community resources and liaises with other services, when required, to ensure client satisfaction.
- Acts as the first and single point of contact for clients whenever possible, maintaining a high level of professionalism and quality service.
- Has the ability to document specific call data and information into various government systems if required.
- Identifies, monitors, records, and escalates potentially fraudulent activities that could result in misuse of resources or other problems.
- Provides information to clients related to requests for specific government transactions, and proactively provides guidance and support to clients in completing forms and in the use of self-service systems and websites for online Government transactions
- Uses government standard procedures to confirm identity and eligibility based on the line of business requirements.
- Researches, analyzes, and verifies information via databases, websites, and resource documents. Identifies and escalates frequent requests and recurring complaints to leadership to improve service excellence.
- Troubleshoots basic technical issues and escalates to appropriate level of support to obtain resolve, including ability to troubleshoot technical resources when needed (e.g., working knowledge of computer operating systems and web browsers).
- Maintains an awareness of current government and broader public/private sector products, programs, and service offerings by attending training courses on product and service offerings.
- Reports and escalates problems related but not limited to systems, applications, telecommunication, service interruptions to the appropriate escalation path.
These are remote roles.
We’ll be looking for people who demonstrate a client-centered approach and reliability in fulfilling their scheduled shifts will carry out this assignment entirely from their home offices.
LOOKING FOR MEANINGFUL WORK? WE CAN HELP
Raise is an established hiring firm with over 65 years of experience. We believe strongly in making the world a better place through work, which is why we’re a certified B Corporation and donate 10% of our profits to charity.
We strive to build teams that reflect the diversity of the communities we work in. We encourage all qualified applicants to apply, including people from traditionally underrepresented groups such as women, visible minorities, Indigenous peoples, people identifying as LGBTQ2SI, veterans, and people with visible/nonvisible disabilities.
We have a dedicated webpage for accommodations where you can learn more about what we offer, and request accommodation: https://raise.jobs/accommodations/
In order to submit candidates for roles, our clients will sometimes require personal information to confirm the identity of applicants and their legal status to work. Raise will never ask you for personal or banking information unless you have been selected for a job. If you are ever unsure about the legitimacy of this or another job posting by Raise (or have any other questions), please contact us at +1 800-567-9675 or hello@raiserecruiting.com.
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