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SW-22598 - USA (Georgia) - Systems Production and Customer Support Services - Deadline March 25,2019

Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID: SW-22598

Government Authority located in Georgia; USA based organization looking for expert vendors for systems production and customer support services.

[A] Budget: Looking for proposal

[B] Scope of Service:

(1) Vendor needs to provide systems production and customer support service consist of providing systems production and customer support for Human Resources Information Technology needs, contractor shall provide non-personal technical system production and customer support for Information Technology IT systems records management, customer assistance, and production operations support services, process and manage a variety of data with an emphasis on speed and accuracy. The information to be processed, entered, or stored, may be received electronically, via digital recording, from telephone calls, or from hard copy. Accuracy is targeted at 100% with all data entered, verified, and validated to the maximum extent possible, Perform records management tasks including the preparation and scanning of documents for input to systems, processing a variety of document types, and verification of job applicant and annuitant materials and image-based records, Scanning application forms/written test forms using image scanners and optical mark scanners to scan image-based and Optical Mark Reader and shall use PC-based software to verify accuracy of the scanned data, Perform data entry through transcription, including listening to recorded messages of general information requests and job applicant information and transcribing the data accordingly using standard or general business practices, personal computers, and software, Using computer programs to print labels and applicant, annuitants, and requestor notices by preparing documents packages for mailing, including using inserting and postage metering
Appliances machines.
- provide helpdesk call center service, answering and initiating calls, responding to inquiries via both e-mail and telephone, and providing support for Federal recruiting, staffing, and benefits systems users and customers, The contractor will be provided extensive training and guidance, as well as having ongoing access to expert assistance, regarding etiquette and system subject matter for handling calls and user inquiries, call center support for multiple tiers of customer need for Federal recruiting, staffing, employee information, and benefits systems, answering and initiating calls, responding to inquiries by both e-mail and telephone, and providing support and assistance for systems users and customers at multiple tiers of assistance complexity, Perform system activity, job, and connectivity monitoring on server, workstations, and telephony systems. Troubleshoot system issues, problems, failures, and resolution. Notify IT specialists and management as appropriate,Assist system users in resolving problems with system use and functionality, assist with the maintenance and functional testing of systems and the creation and maintenance of management information reports, prepare documentation, records, reports, manuals, and flowcharts for systems and systems activities and analyses, Spanish speaking and transcribing skills may be required for a portion of the data entry/transcription and help desk call centre functions (2) This bid set aside for Competitive.

[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 : Monday, 25 March, 2019

Category : Software, System and Application, Call Center and Answering, Data Entry, Scanning, Records and Document Related Services, HR Services, Medical Transcription and Others

Country : USA

State : Georgia

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