Customer Support Specialist

Job Summary Contact Center Customer Support Specialist II provides a wide range of customer support services within a high-volume, multi-channel Health IT contact center environment. The specialist receives and responds to inquiries from physicians, patients, and support staff via phone, email, chat, and ticket submissions, identifies and resolves issues, documents interactions, and ensures a high-quality customer experience. Essential Requirements Ability to obtain, maintain and access classified information at the Public Trust level. Ability to work independently and collaboratively with minimal supervision. Strong customer focus and ability to maintain a positive service attitude. Proactive problem‑solving skills with demonstrated attention to detail. Excellent documentation and communication skills (verbal and written). Knowledge of Microsoft Windows and Microsoft Office applications. Experience using enterprise ticketing systems such as ServiceNow (Australia release or later). Knowledge of CRM platforms such as Microsoft Dynamics 365, ServiceNow, or other enterprise CRM tools. Familiarity with contact center softphone platforms (NICE CXone). HDI‑CSA certification (required after hire). ITIL v4 certification (required after hire). Ability to work holidays, weekends, and alternate shifts when required. Must be able to obtain and maintain a public trust security clearance. Essential Duties and Responsibilities Customer Interaction & Support Manage and process all inbound inquiries from customers across all supported communication channels (phone, email, chat, and ticket submissions). Actively listen to customers to understand their needs, concerns, and context before providing assistance. Ensure all interactions are handled professionally, courteously, and in accordance with agency guidelines and quality standards. Issue Identification, Troubleshooting & Resolution Identify and assess customer issues, researching solutions and troubleshooting problems to resolution where possible. Provide guidance, procedural assistance, and functional support to users. Escalate issues appropriately when resolution requires higher‑tier or specialized support resources. Documentation & CRM Responsibilities Update customer information and interaction details in the CRM system accurately and in a timely manner. Maintain complete and compliant documentation in the ticketing service system in alignment with agency Quality Assurance (QA) requirements. Log all customer contacts, outcomes, and follow‑up actions in accordance with established service‑level agreements (SLAs). Cross‑Functional Collaboration Collaborate with internal teams to ensure stakeholders are informed of changes, emerging issues, and customer concerns. Work closely with supervisors, technical staff, and process owners to resolve systemic or recurring issues. Knowledge Management & Continuous Improvement Identify opportunities for new or updated knowledge articles to improve user experience and operational consistency. Recommend changes in processes, tools, and workflows that enhance customer satisfaction or operational performance. Support training efforts for new team members by sharing expertise, best practices, and system knowledge when requested. Additional Responsibilities Adhere to department and agency Quality Assurance expectations. Maintain proficiency with new tools, software updates, and process changes. Perform additional duties as assigned. Education and Experience High school diploma required; college coursework or degree preferred. 3–5 years of customer service or contact center experience, preferably within Health IT, healthcare, or federal programs. Physical Demands The work is primarily performed in an office/warehouse setting. Regularly required to use hands to finger, handle, or feel; reach with hands and arms; occasionally lift and move objects up to 50 pounds; stand, walk, stoop, kneel, crouch or crawl; and may be exposed to general office and warehouse noise. Reasonable accommodations may be made for individuals with disabilities. EEO Statement EEO including Disability/Vet. #J-18808-Ljbffr