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Price : Free
Date : February 15, 2019
Location : Kingston and St. Andrew


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



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

Communication/Customer Service

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.

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