eVA Customer Care Specialist - P0068

Are you interested in a fulfilling career with the Commonwealth?

Do you have application support experience, including experience documenting system and user issues?

Apply to be a eVA Customer Care Specialist at DGS!

Title: eVA Customer Care Specialist - P0068

State Role Title: Program Admin Specialist I

Hiring Range: $48,000 - $56,000

Pay Band: 4

Agency: Department of General Services (DGS)

Location: Richmond, VA 

Agency Website: www.dgs.virginia.gov 

Recruitment Type: General Public – G

The DGS Division of Purchases & Supply (DPS) is looking to hire an eVA Customer Care Specialist to provide operational and technical support on eVA, the Commonwealth's central electronic procurement system. 

DPS ensures that public bodies in the Commonwealth obtain high quality goods and services at reasonable cost and that all procurement procedures are conducted in a fair and impartial manner with avoidance of any impropriety. We provide high quality procurement tools like eVA, for both state and local employees and suppliers, that provide automated efficiencies, fair prices, and increased competition. The eVA Bureau provides customer care for over 11,000 public entity users (state agencies, institutes of higher education, local governments, etc.), 110,000 businesses, and Commonwealth citizens.

Job duties include, but are not limited to: 

• Assist users in independently navigating the eVA system to access, procure, source, participate, or research Commonwealth purchasing data with minimal supervision.
• Analyze, troubleshoot, and provide innovative solutions to users, aiming for First Contact Resolution (FCR).
• Escalate unresolved issues to the appropriate team members promptly to minimize procurement disruptions.
• Accurately document and track technical support interactions, including call receipt, issue resolution, follow-up, escalations, and reporting in ticketing software.
• Identify recurring issues, system outages, and trends impacting users, and communicate findings to supervisors and team leads.
• Act as an advocate for eVA Buyers and Vendors, ensuring their interests are supported and promoted within the eVA system.
• Train end-users on how to effectively utilize the eProcurement solution to address their business needs and resolve queries.

This position is located in Richmond, Virginia and eligible for a hybrid telework schedule (telework up to 2 days/week) after the completion of a Telework Agreement.

We’ve got great benefits! 

DGS offers excellent health benefits at affordable pricing, pre-tax spending accounts, paid life insurance, paid Short- and Long-Term Disability benefits, paid holidays, vacation, and other leave benefits, wellness programs, and a state retirement plan with options for tax-deferred retirement savings including employer matching. Additionally, supplemental bus passes, ride share, or parking are available and DGS is a qualifying employer for the Public Service Loan Forgiveness Program.  

Minimum Requirements

• Considerable experience in a customer support role.
• Application support experience.
• Experience documenting user or system issues and escalating to appropriate support manager.
• Comprehensive understanding of and ability to use the Internet, multiple browsers, email systems, computer hardware, and software applications.
• Demonstrated analytical and technical skills to troubleshoot and solve internet application, browser issues, connectivity, and other system problems.
• Excellent written and verbal communication skills at both technical and non-technical levels.
• Excellent analytical skills, including the ability to ask questions to determine nature of problems, research issues, and walk customers through the problem-solving process to resolve technical problems.
• Demonstrated prioritization and organizational skills.
• Demonstrated ability to work both independently and as part of a team environment.

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