Remote HR Desk Call Center Analyst - Federal IT Support

NuAxis, LLC; Reston (VA); Vor Ort; USD 45.000 - 65.000; Vollzeit

Zusammenfassung

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.

Qualifikationen

• 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.

Aufgaben

• 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.

Kenntnisse

Critical thinking

Active listening

Communication skills

MS O365

Ticketing systems

Ausbildung

High school diploma or equivalent

Bachelor's degree preferred

HDI Analyst Certification

Tools

BMC Remedy Service Management

Ticketing systems experience

CRM/CSM software

Jobbeschreibung

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.