Description: The Application Support CSR will be the public-facing support team member that assists MCN citizens with any and all issues pertaining to usage of the Camphouse Portal and all applications, programs, and information held within. The Application Support CSR will interact with MCN Citizens through email, phone, and chat, and will use their communication skills along with their technical knowledge to guide citizens to a resolution for the issues that they are facing quickly and with a pleasant demeanor. The Application Support CSR may also assist other MCN employees with technical issues as needed, and will be in close communication with the rest of the Applications Support team to alert them of any program-critical issues, common questions, or other inquires that require in-depth analysis. The Application Support CSR will maintain current training on all program guidelines and software platform updates in order to provide timely and accurate assistance.
Principal Duties and Responsibilities • Assists Citizens with questions/issues having to do with Camphouse Portal, online applications, password resets, email access, etc. • Communication with MCN Citizens or MCN employees via phone calls, email, internal messaging applications, or external-facing instant messaging applications. • Directs citizens to self-service resources when possible, and assists them through online processes when needed. • Performs password resets, assists with updating information, and assists in finding information regarding case/application status. • Assesses issues that citizens are experiencing and, if necessary, directs them to the appropriate department for program-specific questions. • Escalates issues requiring advanced knowledge of platform functions to IT Applications team. • Records logs of assistance offered and outcomes, including type of assistance needed, program(s) assistance related to, and any feedback from citizen assisted. • Stay current on program guidelines being offered to MCN Citizens. • Stay current on all software platform updates and trainings that affect user experiences in the Camphouse Portal or Salesforce platform. • Notifies IT of any issues that affect core functions of Camphouse for them to be addressed immediately.
Minimum Requirements: • Proficiency in Microsoft Office, Outlook. Must have great communication skills and maintain a professional demeanor in all communication. • Must have a valid Oklahoma Driver's License.
Preferred Requirements: • Prior experience working in Customer Support, familiarity with CSR software platforms