Customer Support Analyst (24x7 Operations)

Edgewater Federal Solutions, Inc.

1d•Onsite

About The Position

Edgewater Federal Solutions is seeking Customer Support Analysts to support a Department of Defense (DoD) client service desk environment. This role provides front-line customer assistance in a fast-paced, compliance-driven operations setting, supporting users through phone, chat and self-service tickets. The Customer Support Analyst will be part of a 24/7/365 coverage team that will require working shifts to include afternoons, nights, weekends and holidays.

Requirements

Must be a US Citizen and possess an active Secret clearance
Experience in customer support, service desk, or call center role
Prior experience with the Defense Travel System (DTS)
Strong communication and customer service skills
Ability to work in a fast-paced, high-volume environment
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
Experience supporting Defense Travel Systems in a travel clerk, NDEA or Defense Travel Administrator (DTA) role
Familiarity with Joint Travel Regulations (JTR) and DoD Financial Management Regulations.

Responsibilities

Provide technical and functional support for the Defense Travel System (DTS).
Deliver travel support services across the Department of Defense (DoD) to DTS travelers, routing officials, Travel Managers, Military Recruits, and others seeking DoD travel assistance.
Research and advise customers on travel-related processes and regulations including the Joint Travel Regulations (JTR) and DoD Travel Financial Management Regulation.
Troubleshoot and identify issues with using the DTS.
Interact with users through live chat, telephone or desktop support software.
Collect and track incident information ensuring a quality end-to-end customer experience.
Conduct initial assessment, troubleshooting, research and resolution for basic incidents, and engage other service desk resources for complex issues.
Provide assistance with completing temporary duty travel authorization and vouchers, and local vouchers.
Guide travel administrators through DTS administrative tasks to include updating routing lists, lines of accounting and budgets.