Call Center Analyst - HR Desk

NuAxis, LLC; Reston (VA); On-site; USD 45,000 - 65,000; Full time

Job summary

NuAxis, LLC is seeking a Call Center Analyst - HR Desk to provide remote customer support for Federal Government systems and applications in a full-time role. The position emphasizes strong customer service, efficient incident handling, and adherence to SLAs.

Ideal candidates will have IT helpdesk experience, familiarity with ticketing systems, and strong communication skills to assist government users across channels and ensure accurate resolutions.

Qualifications

• Must have strong critical thinking and problem solving abilities.
• Excellent active listening and communication skills for customer support.
• Self-starter with proactive work ethic and follow-through.
• Experience with enterprise ticketing systems such as BMC Remedy is preferred.
• Familiarity with MS O365 and CSR ticket handling is a plus.

Responsibilities

• Handle incoming phone requests from customers.
• Handle incoming electronic requests (Chat, Email) from customers.
• Create, track and resolve incidents and service requests.
• Fulfill customer requests within SLAs.
• Research customer issues to provide accurate resolutions.
• Escalate complex requests to the appropriate team.
• Maintain and update service center knowledge documentation.
• Participate in team meetings to discuss process improvements.

Skills

Critical thinking

Active listening

Communication skills

MS O365

Ticketing systems

Education

High school diploma or equivalent

Bachelor's degree preferred

HDI Analyst Certification

Tools

BMC Remedy Service Management

Ticketing systems experience

CRM/CSM software

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 Finance Service Center Analyst (FM - 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

Some of the primary responsibilities of this role include:

• 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/Problem Solving skills
• Active listening skills and effective communication strategies
• Self-Starter/Resourceful
• Enterprise ticketing application experience - BMC Remedy Service Management experience preferred
• Technical ticketing/CSR experience preferred
• MS O365

Experience

Two (2) + years' of customer service experience. IT Helpdesk/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. Learn More.

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