KPMG in Jamaica provides office extension support services in the Jamaica Extended Support Services Operations (K-JESS) to KPMG in the US and is seeking to hire a suitably qualified, competent, highly motivated, Officer, Proposal Help Desk for the Market Development team.
Proposal Help Desk – Officer
KPMG in Jamaica provides office extension support services in the Jamaica Extended Support Services Operations (JESS) to KPMG in the US and is seeking to hire a suitably qualified, competent, highly motivated, Proposal Help Desk, Officer, for the Market Development team. The office extension shared service is based in Kingston and the team members execute their duties using online resources and tools.
The position will be assigned to our rapidly growing KPMG Jamaica Extended Support Services (JESS) which provides services to a major client in the United States (US).
The Proposal Help Desk Officer’s primary responsibility will be to answer text chat questions from professionals who need help writing proposals. This involves searching for answers from a variety of sources, understanding the firm and its available proposal resources, working with the content and tools team, understanding when to escalate, and exceptional customer service.
Documenting questions and answers to be reused for text chat or converted to content
Working closely with other content and tools team members on special proposal help related projects.
Additionally, the Help Desk Specialist will also be expected to become proficient in the proposal process and tools available to help clients through it and to support training new team members.
Administer Text Chat by fielding and responding to all incoming web-based chat requests in a courteous manner
Identify repeat questions and grow the answer library so as to offer answers in real time, if able
Build rapport and elicit request/problem details from text chat requesters.
Provide a timely solution to text chat requester problems and issues, including escalating when needed
Learn appropriate software platform used and have a strong knowledge of the firm’s internal portal
Evaluate and document responses to use as solutions for future similar requests
Use software to track text chat and email requests
Participate in developing ideas for building text chat awareness
Assist on projects related to content and tools that help teams complete proposals
KNOWLEDGE, SKILLS, and COMPETENCIES:
Bachelor’s Degree in Journalism, Writing, Corporate Communications or equivalent
Minimum of two (2) or more years of relevant work experience
Knowledge of computer software
Strong documentation skills
Understands Knowledge Sharing and Knowledge Management
Resolves issues from stakeholders; escalates unresolved issues when appropriate
Understands proposals and the pursuit process
Content management/development experience a plus
Exceptional customer service orientation
Ability to communicate very effectively both orally and in writing with customers, team members and stakeholders
Ability to present ideas in user-friendly language
Experience working in a team-oriented, collaborative environment
Worked within a BPO/KPO environment where your focus has been on offering quality customer service
Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills.
Understanding of the organization’s goals and objectives.
Ability to absorb and retain information quickly.
Highly self-motivated and directed.
use link to apply https://www.caribbeanjobs.com/Proposal-Help-Desk-Officer-JESS-Job-98211.aspx?r=6-home-page
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