Bilingual Help Desk Analyst (English/Spanish)

Tria Federal (Tria); United States; Hybride; USD 42 000 - 65 000; Plein temps

Avantages offerts par ce poste

Remote roles available

Competitive benefits

Résumé du poste

Softrams, a Tria Federal company, is seeking a bilingual (English/Spanish) Tier 1 Customer Support Analyst to deliver high-quality support for CMS-related inquiries. The role involves handling a variety of support requests via multiple channels in a federal healthcare IT setting. Strong communication and multitasking skills are required.

The position supports on-site Arlington, VA and Baltimore, MD offices with opportunities for remote work across 40+ states. A U.S.

Qualifications

• Experience in a service desk or customer service role.
• Ability to obtain a U.S. Federal Position of Trust clearance.
• Must reside in the United States and work domestically.

Responsabilités

• Provide administrative and technical support for the CMS Technical Help Desk.
• Resolve incoming support requests and inquiries via multiple channels.
• Aim for first-contact resolution and follow defined triage and escalation workflows.
• Track requests using CMS-approved tools (ServiceNow).
• Notify customers about system status and outages; communicate potential issues to teams.
• Develop, manage and use customer support scripts; maintain SOPs and protocols.

Connaissances

Bilingual English/Spanish

Customer service

Service desk experience

Outils

ServiceNow

JIRA

Confluence

CXone

Description du poste

Softrams, a Tria Federal company, is seeking a bilingual (English/Spanish) Tier 1 Customer Support Analyst to deliver high-quality support for CMS-related inquiries. The role involves handling a variety of support requests via multiple channels in a federal healthcare IT setting. Strong communication and multitasking skills are required.

The position supports on-site Arlington, VA and Baltimore, MD offices with opportunities for remote work across 40+ states. A U.S.