Customer Support Analyst (24x7 Operations)

Edgewater Federal Solutions, Inc.

3h

About The Position

Edgewater Federal Solutions is seeking Customer Support Analysts to support a federal client service desk environment. This role provides front‑line customer assistance in a fast‑paced, compliance‑driven operations setting, supporting users through phone‑based and ticket‑based support channels.

Requirements

• Experience in customer support, service desk, or call center role
• Strong communication and customer service skills
• Ability to follow defined procedures and document work clearly
• Willingness to work rotating shifts, including nights or weekends

Nice To Haves

• Experience supporting government or enterprise customers
• Familiarity with regulated environments or formal compliance requirements
• Prior use of ticketing, CRM, or case management systems

Responsibilities

• Deliver Tier 1 customer support via phone and enterprise ticketing systems
• Document issues, actions taken, and resolutions accurately and thoroughly
• Follow established workflows to resolve issues or escalate when necessary
• Support customers in a structured, policy‑driven environment
• Meet quality, performance, and training standards
• Collaborate with team members to ensure consistent service delivery

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed