Hr Analyst Jobs

About The Position

Requirements

• High school diploma or equivalent.
• HDI Analyst Certification (e.g., CSA, SCA, DST, etc.) required within 90 business days of hire.
• At least two years of customer service experience.
• Critical thinking and problem-solving skills.
• Active listening skills and effective communication strategies.
• Self-starter and resourcefulness.
• MS O365 knowledge or experience.

Nice To Haves

• Bachelor's degree preferred.
• Enterprise ticketing application experience; BMC Remedy Service Management experience preferred.
• Technical ticketing or customer service representative experience preferred.
• IT help desk, service desk, or call center experience preferred.

Responsibilities

• Handle incoming customer requests by phone.
• Handle incoming customer requests through chat and email.
• Create, track, and resolve application incidents and service requests.
• Fulfill customer requests promptly to meet Service Level Agreements (SLAs).
• Research customer requests to provide accurate information and resolutions.
• Escalate requests that cannot be handled at the Service Center to the appropriate support team.
• Clarify customer issues and requests using customer service skills to support proper resolution or escalation.
• Create, update, and retire service center knowledge documentation.
• Attend and participate in team meetings to discuss process improvements and changes to service offerings.