Customer Care Representative processing calls and managing service tasks for Crown Equipment Corporation. Dispatching technicians and handling service billing in a fast - paced environment.
About the role
- Consultant managing daily PRISM Help Desk operations to ensure service levels for federal procurement solutions. Supervising technical teams and coordinating system configurations for optimal performance.
Responsibilities
- Manage daily PRISM Help Desk operations, ensuring timely ticket resolution, workload balancing, and consistent service levels.
- Supervise and coordinate SMEs across configuration, interfaces, reporting, and testing to ensure operational continuity and issue resolution.
- Monitor ticket queues, escalation paths, and response metrics to maintain performance standards and identify service gaps.
- Oversee PRISM system configuration updates, ensuring changes are properly documented, tested, and implemented with minimal disruption.
- Coordinate interface and reporting support activities, ensuring technical solutions meet documented business requirements.
- Lead testing activities for upgrades, system fixes, patches, and enhancements, including test plan execution, defect tracking, and validation.
- Develop and maintain operational dashboards tracking help desk metrics, backlog trends, recurring issues, and system performance.
- Facilitate regular status meetings with internal teams and client stakeholders to review open issues, priorities, and risks.
- Identify recurring system or process issues and implement corrective actions to improve efficiency and reduce ticket volume.
- Support user training and outreach efforts to improve system utilization and reduce avoidable support requests.
- Ensure documentation is maintained for configurations, processes, known issues, and standard operating procedures.
- Mentor and guide team members, fostering accountability, technical excellence, and a customer-focused mindset.
Requirements
- Bachelor’s degree required.
- 5+ years overseeing help desk operations and leading cross-functional technical teams.
- Experience supporting PRISM or comparable federal ERP/procurement systems strongly preferred.
- Strong understanding of system configuration management, interface/integration oversight, and reporting solutions.
- Experience coordinating structured testing efforts, including development of test plans, defect management, and validation cycles.
- Proven ability to manage multiple workstreams while maintaining schedule, quality, and stakeholder alignment.
- Proficiency with project management and tracking tools (e.g., MS Project, Jira, or equivalent).
- Exceptional communication and stakeholder management skills, with the ability to translate technical concepts for executive and non-technical audiences.
- Strong analytical and problem-solving skills with a focus on measurable outcomes and operational excellence.
Benefits
- Remote Work: Though predominantly remote, infrequent office visits will be required annually. All travel costs for these visits will be covered by Unison.
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Customer Care Rep responsible for processing calls and dispatching technicians. Supporting record maintenance and interdepartmental collaboration for Crown Equipment Corporation's customer care operations.
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