Lead eVA Customer Care Specialist - P0178

Title: Lead eVA Customer Care Specialist - P0178

State Role Title: Program Administration Specialist I

Hiring Range: $54,590-$57,680

Pay Band: 4

Agency: Department of General Services

Location: Patrick Henry Building

Agency Website: www.dgs.virginia.gov

Recruitment Type: General Public - G

Job Duties

The Department of General Services, Division of Purchases and Supply (DPS) is seeking a motivated professional to join the fast-paced, exciting environment with the eVA Customer Care Team. eVA is Virginia’s nationally recognized, award-winning online, electronic procurement system that provides automated procurement processes for public procurement throughout the Commonwealth. This position serves as a team leader in the operational and functional support of eVA. As a team leader, the selected candidate will serve as a primary contact point for all eVA Customer Care Specialists ensuring smooth team operations and effective collaboration.

Duties of this position include direct expert support to other call center specialists to ensure the accuracy and quality of the support provided. Ultimately, the selected candidate will lead by setting a good example and engaging the team to provide professional and exemplary customer service. Additional duties shared by the entire eVA team include participation in user acceptance testing, user training, participating in marketing/conference opportunities, direct consulting support to users, preparing documentation and/or presentations, phone support, troubleshooting and direct eVA implementation tasks.

This position will be located in Richmond, Virginia. This position is eligible to telework up to 2 days per week upon approval of a completed telework agreement.

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. DGS is a qualifying employer for the Public Student Loan Forgiveness Program.

Minimum Qualifications

• Experience operating multiple internet browsers, email systems, computer hardware and software applications.

• Experience using analysis and technical skills to troubleshoot and solve internet application, browser issues, connectivity, and other
system problems.

• Experience using analysis and technical and communication skills to ask questions to determine nature of problem and walk customer through problem-solving process to resolve technical problems.

• Experience documenting user or system issues and escalating to appropriate support manager.

• Experience with conflict management and handling difficult escalated customer situations.

• Experience providing exemplary customer service skills.

• Experience providing communication to customers and employees at both technical and non-technical levels.

• Experience managing multiple IT related work efforts; monitoring, assigning, and addressing trouble tickets; troubleshooting, and balancing priorities of other assigned workloads.

• Experience and proficiency with Microsoft Office – Word, Excel and Outlook.

Additional Considerations

• Experience performing as a level II technical customer support staff and team lead in an organization who addresses IT related support.

• Experience applying knowledge of public procurement policies, regulations, and procedures.

• Experience interpreting and understanding impacts of procurement policy and procedures to system functions.

• Experience using eVA, the Department of General Services’ statewide electronic procurement system and program.

• Experience in managing customer focused teams.

• Certifications, related to technical skills to troubleshoot and solve internet application, browser issues, connectivity, and other system problems.

• Experience with Help Desk call logging system or Issue tracking software.

Special Instructions

You will be provided a confirmation of receipt when your application and/or résumé is submitted successfully. Please refer to “Your Application” in your account to check the status of your application for this position.

The selected candidate must pass a c