Call Center Analyst - Application Support

NuAxis Innovations•Washington, DC

5h•Remote

About The Position

NuAxis is a federal IT company focused on making customer experience (CX) central to government solutions. The company values technology and people, fostering a supportive environment for its employees. They are seeking a talented and motivated Full-Time Call Center Analyst - Application Support, also referred to as an Applications Service Center Analyst (FM/HR - SCA). This role primarily involves providing remote customer support for Federal Government systems and applications, delivered over the phone and through electronic communications like email and chat. The ideal candidate is highly competent, customer service-oriented, and motivated.

Requirements

High school diploma or equivalent
HDI Analyst Certification (e.g. CSA, SCA, DST, etc.) - required within 90 business days of hire
Critical thinking skills
Active listening skills and effective communication strategies
Enterprise ticketing application experience
Two (2) + years of customer service experience

Nice To Haves

Bachelor's Degree
BMC Remedy Service Management experience
Human Resource application support experience
Contact Center/Call Center/Helpdesk experience
Customer Service Skills/Customer Experience Training
Customer Advocacy Behaviors
Critical thinking/Problem Solving skills
Effective Communication Strategies
Self-Starter/Resourceful
Independent Learning/Resourcing
MS O365
Service desk or call center experience

Responsibilities

Mixture Transactional Based/Consultative Based interactions
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)
Able to make decisions quickly, be decisive
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