CC-1610 - USA (Minnesota) - Help Desk Assistance and Customer Service - Deadline February 28,2020

Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID: CC-1610

Government Authority located in Minnesota, USA based organization looking for expert vendor for help desk assistance and customer service.

[A] Budget: Looking for Proposal

[B] Scope of Service:

(1) Vendor needs to provide help desk assistance and customer service to provide administrative management and procedural integrity for the services of the Develop Help Desk.
- Demonstrating the capacity to hire, maintain, and manage a team of qualified staff, some with specialized roles like help desk supervisor, to efficiently and appropriately respond to Develop Help Desk requests
- Appropriately categorizing, tracking, and triaging customer interactions
- Providing a call center to accept customer requests for support during hours that early care and education professionals are available to make calls
- Investigating complaints or reports that appropriate, timely, understandable customer service was not received from Develop Help Desk staff and respond to provide resolution to the complaint/report
- staff are available to review and resolve Tier 2 requests 8:00 A.M.-4:00 P.M. CST, Monday through Friday, except on State holidays
- Develop Help Desk provides support to each of these system user types, with the greatest volume of requests coming from Individuals and Organizations
- Support requests may come electronically via Zendesk customer service ticketing software system or via phone call.
(2) All question must be submitted no later than February 14, 2020.

[C] Eligibility:

- Onshore (USA Only);

[D] Work Performance:

Performance of the work will be offsite. Vendor needs to carry work in their office location.

Expiry Date : Friday, 28 February, 2020

Question Answer Deadline : Friday, 14 February, 2020

Category : Call Center and Answering

Country : USA

State : Minnesota

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