Project Support Specialist - JR100741_1-7366 - Baker Tilly Advisory Group, LP

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Overview
Baker Tilly is a leading advisory, tax and assurance firm, providing
clients with a genuine coast-to-coast and global advantage in major
regions of the U.S. and in many of the world's leading financial
centers - New York, London, San Francisco, Los Angeles, Chicago and
Boston. Baker Tilly Advisory Group, LP and Baker Tilly US, LLP (Baker
Tilly) provide professional services through an alternative practice
structure in accordance with the AICPA Code of Professional Conduct and
applicable laws, regulations and professional standards. Baker Tilly US,
LLP is a licensed independent CPA firm that provides attest services to
its clients. Baker Tilly Advisory Group, LP and its subsidiary entities
provide tax and business advisory services to their clients. Baker Tilly
Advisory Group, LP and its subsidiary entities are not licensed CPA
firms.
Baker Tilly Advisory Group, LP and Baker Tilly US, LLP, trading as Baker
Tilly, are independent members of Baker Tilly International, a worldwide
network of independent accounting and business advisory firms in 141
territories, with 43,000 professionals and a combined worldwide revenue
of $5.2 billion. Visit bakertilly.com or join the conversation on
LinkedIn, Facebook and Instagram.
Please discuss the work location status with your Baker Tilly talent
acquisition professional to understand the requirements for an
opportunity you are exploring.
Baker Tilly is an equal opportunity/affirmative action employer. All
qualified applicants will receive consideration for employment without
regard to race, color, religion, sex, national origin, disability or
protected veteran status, gender identity, sexual orientation, or any
other legally protected basis, in accordance with applicable federal,
state or local law.
Any unsolicited resumes submitted through our website or to Baker Tilly
Advisory Group, LP, employee e-mail accounts are considered property of
Baker Tilly Advisory Group, LP, and are not subject to payment of agency
fees. In order to be an authorized recruitment agency ("search firm")
for Baker Tilly Advisory Group, LP, there must be a formal written
agreement in place and the agency must be invited, by Baker Tilly's
Talent Attraction team, to submit candidates for review via our
applicant tracking system.
Job Description:
Come join Baker Tilly's Development & Community Advisory (DCA) team as
a Project Support Specialist working on our Prevailing Wage &
Apprenticeship compliance team. You will be a part of our larger DCA
Development Advisory team, which provides a variety of services
including, but not limited to, energy and infrastructure advisory and
project development support, economic development and capital planning
support, and federal grant advisory with potential clients such as
Tribes and Tribal Organizations, municipalities, non-profits, and other
for-profit entities. This position plays an integral part in Baker
Tilly's services tied to the Inflation Reduction Act ("IRA") of 2022.
In this role, individuals working on a support desk play a critical role
in maintaining positive customer relationships, resolving technical
issues promptly, and contributing to the overall success of the team and
organization.
Responsibilities
- Have a deep understanding of Baker Tilly's Prevailing Wage and
Apprenticeship (PW&A) program, compliance process, roles and
responsibilities, portal functionality, and project resources.
- Ticket Management:
- The primary duty is answering and resolving tickets submitted by
customers.
- Successful resolution of tickets will require having a strong
understanding of the problem. To do so, one must know the
established process (as defined by Baker Tilly's PW&A program).
- Ticket r solution may involve troubleshooting or collaborating with
subject matter experts to determine a solution or response.
- Efficiently managing workload and prioritizing tasks based on
urgency and impact on customers.
- Tickets are to be closed within 96 hours (4 days).
Customer Communication:
- Interacting with customers via various channels such as email, phone
(Microsoft Teams), chat, or ticketing systems. Clear written and
verbal communication skills are essential to gather necessary
information, provide updates on ticket status, and ensure customer
satisfaction.
Technical Troubleshooting:
- Diagnosing technical issues reported by customers. This might
involve analyzing error messages or consulting knowledge bases
(FAQs, job aids, guides, etc.) to identify root causes and implement
solutions.
Documentation:
- Documenting all interactions, troubleshooting steps, and solutions
in the ticketing system. Accurate documentation is crucial for
tracking issues, sharing knowledge with team members, and improving
support processes.
Escalation:
Identifying issues that require escalation to higher-level support or
specialized teams. This could be due to a ticket's complexity or
severity, or the need for specialized expertise beyo