Junior Customer Support Analyst - Secret Clearance Eligible

The MIL Corporation; Washington (District of Columbia); On-site; USD 70,000 - 80,000; Full time

Benefits offered by this job

Health, life, disability, and _ret_ire

Job summary

The MIL Corporation seeks a Domestic Customer Support Analyst (Junior Analyst) to support a Federal Government client at our Arlington, VA location. The analyst will work a fixed 8-hour shift between 6:00 am and 6:00 pm with a 30-minute lunch; teleworking may be allowed under approved guidelines.

This is a full-time onsite role with potential for Situational Telework. Key duties include handling inbound calls and emails, logging issues in Engage CGFS, updating cases, providing frontline support,

Qualifications

• Experience performing technical tasks and analysis.
• Ability to clearly communicate in a professional manner.
• Critical thinking and problem-solving skills.
• The ability to multi-task, to troubleshoot software and system applications, and to learn quickly with little guidance.
• Prior customer service experience.
• Experience providing technical support in high-volume call centers.
• Experience performing help desk support for large financial systems and knowledge of Federal accounting/financial management policies.

Responsibilities

• During operating hours, be present to take incoming calls and emails for Engage CGFS and provide first-line support for system questions from domestic bureaus.
• Enter all customer issues into Engage CGFS and track dialogue until resolution.
• Update cases with new correspondence or research; close only when resolved or confirmed.
• Provide frontline phone support, guiding customers through research, data collection, analysis, and resolution.
• Draft informational email broadcasts and system release communications using MS Outlook.
• Draft knowledge base articles detailing resolutions for common questions.
• Escalate to Tier II analysts for more complex issues.
• Provide team leadership once proven in the client environment.

Skills

Technical tasks and analysis

Communication skills

Critical thinking

Multi-tasking and troubleshooting

Customer service experience

Education

BA/BS

Accounting background preferred

Job description

The MIL Corporation seeks a Domestic Customer Support Analyst (Junior Analyst) to support a Federal Government client at our Arlington, VA location. The analyst will work a fixed 8-hour shift between 6:00 am and 6:00 pm with a 30-minute lunch; teleworking may be allowed under approved guidelines.

This is a full-time onsite role with potential for Situational Telework. Key duties include handling inbound calls and emails, logging issues in Engage CGFS, updating cases, providing frontline support,