Customer Service Team Leader jobs in Trenton, NJ

Need a BA with Help Desk, Customer Service, Analysis, and Testing experience to work in a Help Desk support role to work on provisioning user access to Judiciary applications.

Position is Hybrid; 2 Days Onsite, 3 Days Remote. Project will be extended.

EXCELLENT written and verbal communication.

Project

This unit has responsibility for provisioning user access. A BA is needed to handle this via a Help Desk role and also to come up with ways to automate our systems/enhance the provisioning process so that this manual process becomes more efficient.

REQUIRED RESPONSIBILITIES/EXPERIENCE:

The BSC will be responsible for monitoring the help desk, accepting help desk tickets, analyzing requests, and assisting the user with a resolution in a timely manner. The BSC will be working within a team to instigate process improvements in the provisioning workflow. The BSC will be expected to work in a fast-paced environment and will be expected to be organized, multitask, take initiative and be customer friendly.

Skills required:

-Experience with Help Desk, customer service, and directly assisting users.

-Experience with developing systems via a structured SDLC methodology including Agile methodology.

-Experience with developing various documentation including BRD, FRD, Use Cases, User Stories, etc.

-Experience in developing UI/UX mockups and workflows (Adobe XD preferred).

-Ability to gather and interpret relevant information via interviews, observation, surveys, meetings and reading manuals/documentation.

-Experience in collaborating with multiple teams to develop and implement programs.

-Experience in writing test plans and test scripts and conducting various testing.

- Experience in creating user training manuals and conducting user training and demos.

- Ability to analyze complex business processes and work flows and propose areas for improvement.

- 4 year college degree or equivalent study required.

- Relevant work experience: 6 to 8 years.

Job Type: Contract

Salary: $51.71 - $54.06 per hour

Experience level:

• 10 years

Schedule:

• 8 hour shift

Experience:

• Helpdesk/Customer Service: 5 years (Required)
• Business analysis: 5 years (Required)
• UI/UX mockup: 5 years (Required)

Work Location: In person