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Digital Support Associate

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Job Description

The NYC Department of Buildings Digital Support and Outreach Team seeks one Digital Support Associate to work in a vibrant contact center environment to provide customer support through incoming webform submissions and facilitate the delivery of specialized technical and policy advice. The ideal candidate is an adept problem solver with the goal of single contact resolution. The candidate will work closely with external customers as well as internal stakeholders to drive outcomes while maintaining a high level of professionalism.

The responsibilities include:
- Correspond with internal and external customers by e-mail, phone and in-person.
- Track and monitor all incoming inquires and communicate feedback.
- Coordinate with staff in other units to resolve complex customer inquiries that require subject matter expert assistance, ensuring effective and efficient task completion.
- Troubleshoot and update technical applications to solve system issues identified by external customers.
- Make recommendations on policies and procedures with the goal of updating, improving, and creating communication materials for external customers including frequently asked questions.
- Participate in ongoing training activities to acquire and maintain the knowledge necessary to support DOB NOW, other new initiatives, and customer operations.
- Perform duties and responsibilities as assigned by the Supervisor, Digital Support, Deputy Director of Digital Support and Outreach and Chief Customer Officer.

Only permanent Principal Administrative Associates, applicants who are reachable on the Principal Administrative Associate open competitive list, and applicants as indicated below will be considered.

Candidates who are permanent in comparable civil service titles may be considered for title change under rule 6.1.9 of the Personnel Rules and Regulations of the City of New York

REMOTE WORK
This position may be eligible for remote work up to 2 days per week, pursuant to the Remote Work Pilot Program.

To Apply:
Visit Jobs NYC (cityjobs.nyc.gov) to view and apply for available positions. Search by agency (Department of Buildings), keywords, or for the specific Job ID #.

NOTE: ONLY THOSE CANDIDATES UNDER CONSIDERATION WILL BE CONTACTED.

PRINCIPAL ADMINISTRATIVE ASSOC - 10124

Qualifications

1. A baccalaureate degree from an accredited college and three years of satisfactory full-time progressively responsible clerical/administrative experience, one year of which must have been in an administrative capacity or supervising staff performing clerical/administrative work of more than moderate difficulty; or
2. An associate degree or 60 semester credits from an accredited college and four years of satisfactory full-time progressively responsible clerical/administrative experience including one year of the administrative supervisory experience described in "1" above; or
3. A four-year high school diploma or its educational equivalent approved by a State's department of education or a recognized accrediting organization and five years of satisfactory full-time progressively responsible clerical/administrative experience including one year of the administrative supervisory experience as described in "1" above;
4. Education and/or experience equivalent to "1", "2", or "3" above. However, all candidates must possess the one year of administrative or supervisory experience as described in "1" above. Education above the high school level may be substituted for the general clerical/administrative experience (but not for the one year of administrative or supervisory experience described in "1" above) at a rate of 30 semester credits from an accredited college for 6 months of experience up to a maximum of 3½ years.

Additional Information

The City of New York is an inclusive equal opportunity employer committed to recruiting and retaining a diverse workforce and providing a work environment that is free from discrimination and harassment based upon any legally protected status or protected characteristic, including but not limited to an individual's sex, race, color, ethnicity, national origin, age, religion, disability, sexual orientation, veteran status, gender identity, or pregnancy.

Average salary estimate

$60000 / YEARLY (est.)

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$50000K

$70000K

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What You Should Know About Digital Support Associate, City of New York

Are you ready to join a dynamic team as a Digital Support Associate with the NYC Department of Buildings in New York, NY? We’re looking for someone who thrives in a vibrant contact center environment and is passionate about providing top-notch customer support. As a Digital Support Associate, you will be the go-to person for incoming webform submissions, offering specialized technical and policy advice to our external customers. Your problem-solving skills will shine as you aim for single contact resolution, working closely with both customers and internal stakeholders to ensure smooth operation and communication. Your responsibilities will range from corresponding by e-mail, phone, and in-person to tracking and monitoring inquiries, coordinating with staff for complex issues, and even troubleshooting technical applications. You will also have the chance to make your mark by recommending updates and improvements for policy and communication materials. Continuous learning and adaptability are key, as you will participate in ongoing training to support various initiatives including DOB NOW. If you’re an organized and proactive individual looking to contribute to a team-focused environment while aiding the community, this role is an exciting opportunity for your career growth. Plus, as an added bonus, you may be eligible for remote work up to two days a week! So if you meet the qualifications and are enthusiastic about customer service, we invite you to explore your potential with us.

Frequently Asked Questions (FAQs) for Digital Support Associate Role at City of New York

What are the responsibilities of a Digital Support Associate at NYC Department of Buildings?

As a Digital Support Associate at the NYC Department of Buildings, your primary responsibilities include providing customer support through various channels such as email, phone, and in-person communication. You'll track incoming inquiries, manage feedback, and coordinate with other teams to resolve complex questions. Additionally, you'll troubleshoot technical issues, contribute to policy improvements, and ensure effective communication materials are created for external customers. This role is vital in delivering top-notch service and fostering a supportive environment for our clients.