Call Center Analyst - Application Support

NuAxis Innovations • Washington, DC

8h • Remote

About The Position

We are currently seeking a Finance Service Center Analyst (FM - SCA) for a full-time position. This role is largely responsible for providing remote customer support for Federal Government systems and applications. Support for these systems is primarily provided over the phone and through electronic communications such as email and chat. We are looking for a highly competent, customer service-oriented, and motivated individual to fill this role

Requirements

• Two (2) + years’ of customer service experience.
• IT Helpdesk/Service desk or call center experience preferred.
• High school diploma or equivalent.
• Bachelor's Degree preferred.
• HDI Analyst Certification (e.g. CSA, SCA, DST, etc.) - required within 90 business days of hire

Nice To Haves

• Critical thinking/Problem Solving skills
• Active listening skills and effective communication strategies
• Self-Starter/Resourceful Enterprise ticketing application experience - BMC Remedy Service Management experience preferred
• MS O365

Responsibilities

• Handling incoming phone requests from customers
• Handling incoming electronic requests (Chat, Email) from customers
• Creating, tracking and resolving application incidents and service requests.
• Fulfilling customer requests in a timely manner to meet Service Level Agreements (SLAs)
• Researching customer request to ensure accurate information and resolutions are provided
• Escalating customer requests that cannot be handled at the Service Center to the appropriate support team
• Using customer service skills to clarify customer issues and requests to ensure proper resolution or escalation
• Creating, updating and retiring service center knowledge documentation
• Attend and participate in team meetings to surface and discuss process improvements and service offering changes

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED