Service Desk Agent

Contact Center Representatives

Job Summary:

We are looking for experienced, customer-focused Contact Center Representatives to join a flexible and collaborative support team serving a critical public sector department. This is a high-impact, front-line role designed to provide responsive, empathetic, and technically informed assistance to residents and internal users. This role is ideal for individuals who are adaptable, tech-savvy, and committed to delivering service excellence during a major transition phase.

Key Responsibilities:

• Serve as the first point of contact for resident/public inquiries via phone, email, or chat.
• Accurately log and categorize queries using platforms like Salesforce, Jira, or equivalent ticketing systems.
• Collaborate with internal technical teams to triage issues and provide timely, accurate resolutions.
• Proactively minimize hold times and ensure a smooth, positive experience for callers.
• Identify cases for escalation or follow-up, ensuring no resident query goes unresolved.
• Maintain clear documentation of all interactions and support activities.
• Help reduce call abandonment rates and increase responsiveness through process awareness.
• Stay current on evolving tools, systems, and internal workflows.

Requirements:

• Experience in a customer-facing technical support or contact center role.
• Working knowledge of Salesforce, Jira, or similar CRM/ticketing platforms (training support available).
• Strong communication, active listening, and troubleshooting skills.
• Ability to thrive in a fast-paced, high-volume support environment.
• Strong ownership mindset and willingness to adapt to changing support demands.

Preferred Qualifications:

• Experience supporting government or public-sector entities is a plus.
• Familiarity with ITIL/SLAs/service desk processes preferred.
• Ability to support a flexible engagement model, including ramp-up/ramp-down scenarios based on volume.