Customer Support Analyst (5312)

This role serves as the primary point of contact for users of a DoD financial management application, providing responsive support, clear communication, and operational coordination to ensure users can effectively access and use the system. In addition to user support, the role applies analytical thinking to evaluate user requests, identify recurring issues, and support cross‑functional teams by translating user feedback and data into actionable insights. The position is customer‑facing and requires strong communication skills, attention to detail, and the ability to manage multiple requests while contributing to continuous process and tool improvement. Essential Duties & Responsibilities Serve as the primary contact for the application, responding to inquiries via email and service desk tickets in a timely, professional manner Monitor and manage shared inboxes to ensure all user requests are addressed and followed up on appropriately Communicate clearly with users to understand issues, provide guidance, set expectations, and ensure resolution Intake, triage, and respond to service desk tickets related to application access, functionality, and usage Document, validate, and coordinate bug reporting and testing through the appropriate tracking system Manage user provisioning and access requests for the application in accordance with established processes Create, update, and maintain user‑facing documentation and training materials Create slide decks and supporting materials for quarterly debriefs, including data, updates, and key insights Provide timely data and updates to the individual facilitating Office Hours Collaborate with internal team members to ensure smooth operations and consistent user support Adapt to changing priorities, workflows, and review timelines while maintaining quality and responsiveness Develop and maintain a strong working knowledge of the application to effectively troubleshoot issues and guide users Required Qualifications Two (2) or more years of experience Active Secret Clearance Strong written and verbal communication skills Ability to communicate effectively with users with varying levels of technical knowledge Strong multitasking, time management, and problem‑solving skills Willingness to learn new tools, processes, and systems Attention to detail and ability to maintain accurate documentation Team‑oriented mindset and ability to collaborate effectively Preferred Qualifications Analytical mindset with interest in working with data and reporting Experience with data visualization tools and/or SQL Experience creating professional slide decks or user‑facing materials Familiarity with ticketing or issue‑tracking systems Willingness to align with East Coast hours during initial training and onboarding, with flexibility to transition to home time zone hours once fully trained Success in This Role Looks Like Users receive timely, accurate responses and feel supported User communications and tickets are handled consistently and efficiently Documentation and training materials remain current and easy to understand Quarterly debrief materials are delivered accurately and on time The role provides reliable operational support during review cycles and periods of change Works collaboratively with cross‑functional teams to support shared goals and effective outcomes Effectively multitasks and prioritizes competing requests while maintaining quality and responsiveness The proposed salary for this position is: $71,000—$100,000 USD SMX is an Equal Opportunity employer including disabilities and veterans. Selected applicant may be subject to a background investigation and/or education verification. SMX does not sponsor a new applicant for employment authorization or immigration related support for this position (i.e. H1B, F‑1 OPT, F‑1 STEM OPT, F‑1 CPT, J‑1, TN, E‑2, E‑3, L‑1 and O‑1, or any EADs or other forms of work authorization that require immigration support from an employer). #J-18808-Ljbffr