Iron Bow Technologies is for people who believe trust is paramount, transformation is embraced, and the future is here, because “What we do matters!”
We are a next generation solutions provider, delivering mission success across government, healthcare, and commercial industries. Iron Bow relies on our passionate people, long standing partnerships, and strategic thinking to solve your most critical challenges.
Whether we team with clients, colleagues, or partners, we put each other first. It’s The Iron Bow Way.

• Provide non-technical, non-emergency customer service to the entire County regarding all aspects of the County Government/Services.
• Support everyone in the County in all aspects of County services, to include creating, updating, and closing service requests; and answering questions using technical tools (SalesForce).
• Assist with the maintenance of a Knowledge Base (KB) that enables the 311 Operations Team to provide customers the desired service quickly and efficiently.

During times when the 311 center is slow there is an opportunity to be involved with the following:

• Triaging service requests submitted via the County AI-based tool, based on guidance from senior team members and the Operations Manager.
• Work on knowledge article requests in order of assigned priority by senior team members or the Operations Manager.
• Research and knowledge articles when assigned as part of the continuous improvement cycle.
• Occasionally revise and routinely run through test scripts for both updated and brand new 311 portal functionality (Web, Mobile, Chatbot, internal Console).
• Reviews existing County resources as needed based on constituent feedback and forwards requests for improvement to the relevant agency.
• Escalates questions that cannot be resolved to a senior team member or the Operations Manager for follow-up based on the next level of support in line with service level agreements (SLAs).
• Updates users on the status of their question or service request by following trained scripts.
• Provide excellent customer service and maintaining a positive attitude.
• Collaborating with team members to learn and share knowledge and best practices for resolving customer questions and concerns.