Service Desk Specialist/Live Chat Agent - Remote in Colorado - myColorado Application Support

Join the Workwarp Team as a Service Desk Specialist/Live Chat Agent and Start Your Professional Journey!

Are you passionate about technology and delivering exceptional customer support? Do you have a strong background in mobile application support and a desire to work in a dynamic and growing industry? Look no further! Workwarp is seeking a highly skilled and motivated Service Desk Specialist/Live Chat Agent to join our team remotely in Colorado. As a Service Desk Specialist/Live Chat Agent, you will play a critical role in ensuring the smooth operation of the myColorado application, providing Tier I support and customer assistance to users across the state.

About Workwarp and the myColorado Application

Workwarp is a leading provider of innovative solutions and services, committed to delivering exceptional experiences for our customers and partners. The myColorado application is a cutting-edge mobile app designed to provide Colorado residents with easy access to state services and information. Our team is dedicated to ensuring the highest level of quality and reliability for our users, and we are looking for a talented Service Desk Specialist/Live Chat Agent to join our crew.

Key Responsibilities:

• Provide Tier I support and customer assistance for the myColorado mobile application, resolving technical issues and answering user inquiries via live chat and other support channels.
• Troubleshoot, reproduce, report, and resolve problems in both iOS and Android operating systems, working closely with internal teams to ensure timely and effective issue resolution.
• Install the myColorado software on supported devices, following defined procedures, processes, and methods to ensure seamless integration and functionality.
• Employ Incident Management procedures to enter tickets into the required tracking system, ensuring accurate and efficient issue tracking and resolution.
• Collaborate with internal teams to identify and resolve root causes of issues, implementing process improvements and best practices to enhance overall application reliability and user experience.
• Stay up-to-date with the latest industry trends, technologies, and best practices, applying this knowledge to improve support processes and procedures.

Requirements and Qualifications:

Essential Qualifications:

• One year of professional experience in an occupational field related to the work assigned to the position, including mobile application support.
• Associate's degree from an accredited institution in a field of study related to the work assignment, including Computer Science, Computer Information Systems, Cybersecurity, or other related technical degrees.

Substitutions:

• Additional, appropriate paid or unpaid experience will substitute for the required education on a year-for-year basis.
• Additional appropriate education will substitute for the required experience on a year-for-year basis, but cannot completely substitute for these qualifications.
• Training or Certification related to the work assigned to the position will be assigned credit towards substitution for experience and/or education, but cannot completely substitute for these qualifications.

Preferred Qualifications:

• Jira experience.
• ITIL Certification.
• Agile and scrum methodology experience.
• Government work experience.
• Apple and Google Play Store experience.
• Use of diagnostic tools and knowledge of a diverse range of mobile device makes and models.

Skills and Competencies:

To succeed as a Service Desk Specialist/Live Chat Agent with Workwarp, you will need to possess excellent technical, communication, and interpersonal skills. Key competencies include:

• Strong analytical and problem-solving skills, with the ability to troubleshoot and resolve technical issues efficiently.
• Excellent communication and customer service skills, with the ability to interact with users at all levels.
• Ability to work in a fast-paced, dynamic environment, prioritizing multiple tasks and issues simultaneously.
• Strong attention to detail and organizational skills, with the ability to accurately document and track issues.
• Collaborative and team-oriented mindset, with a willingness to learn and adapt to new processes and technologies.

Career Growth Opportunities and Learning Benefits:

At Workwarp, we are committed to the growth and development of our team members. As a Service Desk Specialist/Live Chat Agent, you will have access to:

• Comprehensive training and onboarding program, ensuring you have the skills and knowledge needed to succeed in your role.
• Ongoing learning and development opportunities, including industry-specific training and certification programs.
• Regular feedback and coaching from experienced team leaders and mentors.
• Opportunities for career advancement and growth within the company.

Work Environment and Company Culture:

Workwarp is a dynamic and growing company, committed to fostering a positive and inclusive work environment. As a remote team member, you will have the flexibility to work from anywhere in Colorado, with access to:

• Flexible work arrangements, including remote work options.
• Competitive salary and benefits package.
• Opportunities for professional growth and development.
• Collaborative and supportive team culture.

Compensation and Benefits:

We offer a competitive salary and benefits package, including:

• Competitive salary range.
• Comprehensive benefits package, including medical, dental, and vision coverage.
• Paid time off and holidays.
• Opportunities for bonuses and performance-based incentives.

Ready to Apply?

If you are a motivated and customer-focused individual with a passion for technology and support, we encourage you to apply for this exciting opportunity. Please submit your application, including your resume and a cover letter, to:

We look forward to reviewing your application and discussing this opportunity further!