Job Location:

• The office for this position is located at the Harry S Truman State Office Building, 301 W High Street, Jefferson City, MO. 65101.
• Candidates who complete a successful onboarding and training period may be eligible to work at an alternate location in compliance with OA-ITSD's Distributed Workforce Plan.

About this position:

In this role as a Client Support Technician, one is responsible for reviewing the ticketing system (Cherwell) to ensure that ITSD technicians are updating customer records after each interaction with the customer. One will also ensure technicians are adding notes to customer records explaining work interaction and reporting on trends as necessary.

This position is with the Office of Administration, Information Technology Services Division (OA-ITSD), Client Engagement Services (CES) team.

ITSD Core Values - We Innovate and Partner with Passion, Respect, and Integrity united as #OneTeam.

Duties and Responsibilities:

• Managing Cherwell tickets
• Making sure journal notes are documented
• Contacting the customer to ensure they are aware of their ticket status
• Working with ITSD staff to keep tickets updated.
• Providing general technical support when needed.

Preferred Knowledge, Skills, and Abilities:

• Customer service: the most successful customer service officers already have experience in the field. However, those with no formal experience should still be skilled at assisting customers.
• Conflict management: customers often only call a company if they’re frustrated or experiencing a problem with a product or service; customer service officers should be skilled at de-escalation and conflict management.
• Record management: customer service officers are skilled at managing customer records, which includes remembering the details of the interaction and any questions that require follow-up.
• Patience: customer service officers exhibit a high level of patience, especially since they often work with customers who are difficult to assist.

The classification for this position is Client Support Technician; click for more information.

The State of Missouri’s benefits package includes a defined pension plan, paid time off, health insurance, and pre-tax flexible benefits. To learn more about the total benefits package click here.

If you have questions please contact: ITSDRecruiting@oa.mo.gov

The State of Missouri is an equal-opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.