Customer Service Analyst (Tier 1)

Federal Advisory Partners; Woodlawn (MD); On-site; USD 48,000 - 60,000; Full time

Job summary

Tria Federal is seeking a highly skilled Tier 1 Customer Support Analyst to deliver high-quality support to our CMS user community. The role focuses on initial support for inquiries across multiple channels in a federal healthcare IT environment, requiring attention to detail and multitasking in a fast-paced setup.

The candidate will work to resolve requests, adhere to established workflows, and collaborate with Help Desk leadership to improve processes while ensuring timely staffing and

Qualifications

• U.S. Federal Position of Trust clearance may be required.
• Residence in the United States is required for work.
• Covers 3 of the last 5 years in the U.S.
• Bachelor's degree or 2 years' related experience.

Responsibilities

• Provide administrative and technical support for the CMS Technical Help Desk.
• Resolve incoming support requests via phone, email, and other channels.
• Aim for first contact resolution.
• Follow Help Desk workflows for triage, research and escalation.
• Track requests using CMS-approved tool ServiceNow.
• Notify users of outages and service disruptions.
• Collaborate with leadership to manage volumes and improve processes.
• Assist in developing and maintaining standard operating procedures.

Skills

Help desk experience

CMS knowledge

ServiceNow

CXone

JIRA

Confluence

Agile methodologies

Cloud-based contact center

Education

Bachelor's degree or 2 years' related experience

Tools

ServiceNow

JIRA

Confluence

CXone

Job description

Who we are:

Tria Federal delivers digital services and technology solutions that support the health and safety of veterans, service members and civilians. For two decades, federal agencies have relied on Tria companies to advance their critical missions and modernize their systems, so that they can uphold their commitment to the American people. Today, we are pushing the boundaries of possibility through partnerships and investments in artificial intelligence and emerging technologies, developing solutions for the biggest challenges that government will face tomorrow.

We are proud to employ and support military veterans who bring mission-first mindset, technical expertise, and leadership qualities that strengthen our work. Veterans, transitioning service members, and military spouses are strongly encouraged to apply.

Job Description

We are looking for a highly skilled Tier 1 Customer Support Analyst to deliver high quality support to our user community. This role will be responsible for providing initial support to all incoming inquiries delivered through a variety of communication mediums involving a variety of support requests. The ideal candidate should be highly focused, detail oriented, and able to multitask in a fast-paced federal healthcare information technology environment. If you are looking for challenges, problem solving, and working with the latest in technology then Softrams has a spot for you.

Basic Requirements

• Ability to obtain a U.S. Federal Position of Trust clearance designation.


• Must reside in and be able to perform work in the United States.


• Must have lived in the United States for 3 of the last 5 years.


• Bachelor's Degree or 2 years' experience equivalent experience in a related field.


• One or more years of proven experience in an IT service desk and customer service environment.

Additional Qualifications

• Previous experience working on a Federal Service Desk project.


• Experience using Help Desk ticketing systems and tools in a federal healthcare space (Centers for Medicare and Medicaid Services).


• ServiceNow knowledge or experience is a big plus.


• Experience with cloud-based Call Center Software, specifically CXone.


• Knowledge and/or experience of Agile methodologies in a Service Desk environment.


• Experience with utilizing Atlassian tools like JIRA and Confluence.


• Possess the motivation and initiative to adhere to timelines, Service Level Objectives, and manage incoming volumes.


• Collaborate with Help Desk leadership to identify opportunities to improve processes or the user experience.


• Demonstrate the adaptability and flexibility to ensure proper staffing requirements during established Help Desk Hours.


• Thrive in a collaborative environment and maintain a positive, professional demeanor.


• Excellent verbal and written communication skills.

Responsibilities

• Provide administrative and technical support for the Center for Medicare & Medicaid Services (CMS) Technical Help Desk.


• Resolve incoming support requests and inquiries from customers. Requests include, but are not limited to, system access and/or account issues, system functionality and/or availability, and other inquiries received through various mediums such as phone, email, and other electronic submission methods.


• Review incoming Help Desk inquiries in a timely manner with a focus on delivering a first contact resolution.


• Adhere to established Help Desk workflows to ensure proper triage, research and escalation protocols are followed.


• Track incoming support requests from customers using a CMS-approved tool (ServiceNow).


• Notify customers of system status such as planned and unplanned outages, service disruptions, and reduced functionality.


• Collaborate with Help Desk leadership and other teams to communicate potential issues affecting volumes.


• Support the development, management and use of customer support scripts.


• Assist with the preparation or maintenance of standard operating procedures and protocols.

As partners in our team's success, we offer a comprehensive compensation structure that includes competitive base salaries, performance-based incentives, spot bonuses, referral bonuses, and more.

Why Tria?

What defines the Tria brand is more than just our dedication to excellence in our craft; it's our incredible team of dedicated, talented, and passionate people that make Tria so exceptional. As people powering possible, we are all partners in our team's shared success.

As a company that cares about people, we seek to cultivate a culture in which all can thrive personally and professionally. We offer a top-tier benefits package to invest in your physical, mental, and financial health and wellness so that you can be your best self - at work and in life. At Tria, we are growth-minded, entrepreneurial in spirit, and committed to fostering a culture of inclusion and opportunity for all. Whatever your background, your role, your department, or stage in your professional journey, here you will have opportunities to learn new skills, seize new challenges, and advance your career as we grow.

California Consumer Privacy Act (CCPA)

We are committed to protecting your privacy. As part of our compliance with the California Consumer Privacy Act (CCPA), we want to inform you about how we collect, use, and protect your personal information during the job application process. For more details, please review https://www.oag.ca.gov/privacy/ccpa.