Contact Center Support Specialist

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Brandt Information Services

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 1985

☁️ SaaS

🏛️ Government

🤝 B2B

💰 Private equity on 2024-07

SaaS • Government • B2B

Brandt Information Services is a technology and services company that builds digital platforms and operational support for state agencies and organizations that manage outdoor resources. They provide software and services for licensing, registrations (including vessel and vehicle titles), reservations and rental management, merchandising and e-commerce, CRM and marketing automation, contact center support, fulfillment (print and mail), equipment/support, project management, and IT staffing. Brandt focuses on enabling agencies to simplify regulatory workflows, streamline customer engagement, handle high-volume transactions, and improve access to parks and outdoor spaces.

📋 Description

• Provide subject matter expert frontline support to Contact Center staff using available resources • Monitor designated chats and respond promptly to Contact Center staff • Handle escalated customer service situations and calls from customers, agents, and staff • Present training material, answer training questions, and provide post-training support • Maintain knowledge bases and recommend process improvements by analyzing agent data • Liaise with internal stakeholders including IT and HR • Review and process daily State tickets for customer callbacks and special item processing • Escalate code-base and system performance issues to technical support and assist with Help Desk special projects • Monitor and manage the state mailbox for pending tasks and escalated customer requests • Monitor and review inbound calls taken by Contact Center agents using grading forms, InContact history, or live-call monitoring • Support all states and skills required by Contact Center operations • Perform additional duties assigned by Contact Center management, including accepting inbound customer calls

🎯 Requirements

• Contact Center experience preferred • Critical thinking • Ability and willingness to learn additional subject matter expert skills • Computer and internet skills • Professionalism • Strong written and verbal communication skills • Great customer service skills • Ability to work 40 hours per week, including evenings and weekends, to support Contact Center operating hours