Support Analyst

TEKsystems•Rockville, MO

7d•$18 - $22•Hybrid

About The Position

The Support Analyst provides front-line customer support for enterprise systems, assisting industry professionals with regulatory systems, credentialing inquiries, and technical support. The role handles customer inquiries, troubleshoots system issues, helps users navigate systems and resolve credentialing questions, documents interactions, and delivers strong customer service. The position works in a collaborative support environment with senior team members and subject matter experts. This is a hybrid role based in Rockville, Maryland, with three onsite days and two remote days per week. The support center operates Monday through Friday between 8:00 AM and 8:00 PM EST. Full-time (40 hours per week) and part-time (20 hours per week) opportunities are available. The role is a six-month contract.

Requirements

Strong customer service experience.
Excellent verbal communication skills.
Excellent written communication and documentation skills.
High level of reliability, attendance, and punctuality.
Ability to learn new systems, processes, and regulatory requirements.
Strong problem-solving and troubleshooting abilities.
Experience using computer applications and web-based systems.
Ability to work in a fast-paced, high-volume support environment.
Comfort working in a hybrid work setting.

Nice To Haves

Call center or help desk experience.
Experience supporting financial services or regulatory environments.
Credentialing support experience.
Ticketing system experience.
Knowledge of registration rules or compliance-related processes.
Experience documenting customer interactions.
Prior experience supporting web-based enterprise applications.

Responsibilities

Respond to incoming customer inquiries via phone and other support channels.
Research, troubleshoot, and resolve user issues related to support center systems.
Provide functional and navigational assistance to users.
Assist customers with credentialing, account access, and system usage questions.
Accurately document customer interactions, issues, and resolutions.
Escalate complex issues to senior support staff and subject matter experts as needed.
Develop knowledge of registration rules, procedures, and regulatory requirements.
Use internal systems and software applications to research and resolve inquiries.
Collaborate with peers, management, and stakeholders to support customer needs.
Identify trends and proactively communicate recurring issues or concerns.