Call Center Analyst - Application Support

International Executive Service Corps; Washington (District of Columbia); Hybrid; USD 55,000 - 75,000; Full time

Job summary

NuAxis is seeking a talented Call Center Analyst - Application Support for a full-time role to provide remote customer service for federal government systems. You will handle phone, chat, and email requests, create and track incidents, and ensure SLA compliance while contributing to knowledge base improvements.

Ideal candidates have 2+ years in customer service, strong communication, and HDI certification within 90 business days of hire.

Qualifications

• High school diploma or equivalent.
• Bachelor's degree preferred.
• HDI Analyst Certification required within 90 business days of hire.

Responsibilities

• Handle incoming phone requests from customers.
• Handle incoming electronic requests (Chat, Email).
• Create, track and resolve incidents and service requests.
• Fulfill requests to meet SLAs.
• Escalate complex requests to the appropriate support team.
• Update and retire knowledge documentation.
• Attend team meetings to discuss process improvements.

Skills

Critical thinking

Active listening

Customer service

Teamwork

Education

High school diploma or equivalent

Bachelor's degree preferred

HDI Analyst Certification

Tools

BMC Remedy

HRIS knowledge

Job description

We are a federal IT company on a mission to make customer experience (CX) the center of every government solution.

Technology is our Passion. People are our Purpose.

We know tech, but we love people. NuAxis is home to thinkers and feelers; engineers and artists. We work hard and support each other along the way. Teamwork is more than just a buzzword for us, it’s a state of mind.

We believe happy employees do amazing work, so join our team NOW! We are currently seeking a talented and motivatedCall Center Analyst - Application Supportfor a Full-Time position.

Job Summary:

We are currently seeking an Applications Service Center Analyst (FM/HR - SCA) for a full-time position. This role is largely responsible for providing remote customer support for Federal Government systems and applications. Support for these systems is primarily provided over the phone and through electronic communications such as email and chat. We are looking for a highly competent, customer service-oriented, and motivated individual to fill this role

Essential Functions:

• Handling incoming phone requests from customers
• Handling incoming electronic requests (Chat, Email) from customers
• Creating, tracking and resolving application incidents and service requests.
• Fulfilling customer requests in a timely manner to meet Service Level Agreements (SLAs)
• Researching customer request to ensure accurate information and resolutions are provided
• Escalating customer requests that cannot be handled at the Service Center to the appropriate
  support team
• Using customer service skills to clarify customer issues and requests to ensure proper resolution or
  escalation
• Creating, updating and retiring service center knowledge documentation
• Attend and participate in team meetings to surface and discuss process improvements and service
  offering changes

Education:

• High school diploma or equivalent. Bachelor's Degree preferred.
• HDI Analyst Certification (e.g. CSA, SCA, DST, etc.) - required within 90 business days of hire

Knowledge Requirements:

• Critical thinking skills
• Active listening skills and effective communication strategies
• Enterprise ticketing application experience - BMC Remedy Service Management experience preferred
• Human Resource application support experience preferred

Experience:

Two (2) + years of customer service experience. Service desk or call center experience preferred.

Our Profile:

We are an IT company with a unique mission-to make people the center of every federal IT solution. Our technologists have always gone the extra mile to help our federal clients succeed. And over the years, we saw a growing disconnect in how federal IT initiatives were built and managed.Time after time, programs failed because the focus was on the tools and products and not the people using them.

NuAxis is an Equal Opportunity Employer. Employment is contingent upon successful completion of a background investigation. Learn More about our Benefits and Culture!