Call Center Analyst - HR Desk

International Executive Service Corps; Great Falls Crossing (VA); Remote; USD 60,000 - 80,000; Full time

Job summary

Join a forward-thinking IT company dedicated to enhancing customer experience in federal services! As a Call Center Analyst for the HR Desk, you'll play a crucial role in providing exceptional remote support for government systems. This full-time position emphasizes teamwork, critical thinking, and customer service excellence. You'll handle requests via phone, chat, and email, ensuring timely resolutions and maintaining high service standards. If you're passionate about technology and helping others, this opportunity is perfect for you. Be part of a mission-driven team that values both technology and people!

Qualifications

• 2+ years of customer service experience, preferably in a service desk or call center.
• HDI Analyst Certification required within 90 days of hire.

Responsibilities

• Handle incoming phone and electronic requests from customers.
• Create, track, and resolve HR application incidents and service requests.

Skills

Critical thinking skills

Active listening skills

Effective communication strategies

Customer service orientation

Education

High school diploma or equivalent

Bachelor's Degree

HDI Analyst Certification

Tools

BMC Remedy Service Management

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 motivated Call Center Analyst - HR Desk for a Full-Time position.

Job Summary:

We are currently seeking a Human Resources Service Center Analyst (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 fax. 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, and Fax) from customers
• Creating, tracking, and resolving Human Resources (HR) application incidents and service requests.
• Fulfilling customer requests in a timely manner to meet Service Level Agreements (SLAs)
• Researching customer requests 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.

Does this opportunity sound like a fit for you? If so, join our talent community and click to apply now!

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/Affirmative Action Employer, including Vets and Disabled. Employment is contingent upon successful completion of a background investigation.