Part-Time Bilingual Customer Support Analyst

Job Title: Bilingual Part-Time Tier 1 Customer Support Analyst

Job Description:

We are looking for a part-time 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 VITG has a spot for you.

Basic Requirements:

• Fluency in Spanish and English
• 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 or customer service environment.

Additional Bonus Qualifications:

• Experience using Help Desk ticketing systems and tools in a federal healthcare space
• Possess the motivation and initiative to adhere to timelines, Service Level Objectives, and manage incoming volumes.
• Demonstrate the adaptability and flexibility to ensure proper staffing requirements during established Help Desk Hours.
• Coordinate with Help Desk leadership to identify opportunities to improve processes or the user experience.
• Previous experience working on a Federal Service Desk project.
• ServiceNow knowledge or experience is a big plus.
• Experience with cloud-based Call Center Software, specifically Amazon Connect.
• Knowledge and/or experience of Agile methodologies in a Service Desk environment.
• Experience with utilizing Atlassian tools like JIRA and Confluence.
• 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 client 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.
• Public Trust Clearance: Many of our roles require the hired candidate to go through public trust clearance. A minimum of 3 years of stay in the U.S. within the last 5 years is required to be eligible to qualify for public trust clearance sponsorship.

Job Type: Part-time Employment

Salary: $20/ hr

Hours: Monday–Friday, 25 hours/week

Schedule: Must be available to work 5 hours within the 11:00 AM–7:00 PM timeframe. Schedule may vary based on business needs.

Work Type: Remote

How to apply:

• Please send an email to View email address on click.appcast.io with a cover letter and resume.

VITG is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status, or any other protected class.

The VITG pay range for this job level is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job, education, experience, knowledge, skills, and abilities, as well as internal equity, alignment with market data, applicable bargaining agreement (if any), or other law