Technical Information Coordinator- Client Liaison
Our Technical Communications team is seeking a Technical Information Coordinator – Client Liaison with strong technical assistance and customer-oriented communication skills. In this role, you’ll have the opportunity to directly engage with a variety of Acumen clients on the use of Acumen’s data and system services. You’ll also track and manage the lifecycle of those communications—from receipt to resolution.
Position Description:
Communicate with clients on technical requests, including support requests for Acumen-developed systems as well as questions about Centers for Medicare & Medicaid Services (CMS) data;
Remotely troubleshoot software and computer systems with clients;
Work with a multi-tiered Service Desk team on a large volume of requests per day;
Respond to discussion board posts and email inquiries within Acumen’s service level agreement (SLA) timelines;
Collect feedback from clients on the quality of technical support services provided;
Work with internal teams to develop and improve Service Desk training resources;
Manage and maintain technical requests information using internally developed tools and information management systems;
Disseminate information to internal and external stakeholders in a timely manner; and
Support the Lead Information Coordinator in ad hoc information coordination projects.
Qualifications Required:
Associate’s degree or commensurate experience
Strong organizational skills
Strong interpersonal and teamwork skills
Excellent written and oral communication skills. This includes (but is not limited to):
An ability to define and validate information requirements
An ability to cull authoritative resources when generating information
An ability to ensure the accuracy and usability of information
An ability to proactively track and update clients on the status of their requests
Proficiency in the English language
Able to think critically about a project or task
Able to prioritize tasks and meet deadlines in a fast-paced, high-volume work environment
Experienced in Service Desk technical support
Familiar with Microsoft Office Suite
Qualifications Desired:
Bachelor’s degree
Able to thrive in both team and self-managed environments
Experience with ManageEngine ServiceDesk Plus (MSP)
Knowledge of remote desktop technology
Knowledge of federal data and federal data security requirements
Interest in health and social policy
This position is available in one of our three offices (Burlingame, CA; Los Angeles, CA; or Washington, D.C.) or can be fully remote. #Li-Remote
Salary: Competitive, commensurate with experience. Benefits included. This is a full-time position.