Customer Support Analyst (24x7 Operations)

Customer Support Analyst

Edgewater Federal Solutions is seeking Customer Support Analysts to support a Department of Defense (DoD) client service desk environment. This role provides front-line customer assistance in a fast-paced, compliance-driven operations setting, supporting users through phone, chat and self-service tickets. The Customer Support Analyst will be part of a 24/7/365 coverage team that will require working shifts to include afternoons, nights, weekends and holidays.

Responsibilities

• Provide technical and functional support for the Defense Travel System (DTS).
• Deliver travel support services across the Department of Defense (DoD) to DTS travelers, routing officials, Travel Managers, Military Recruits, and others seeking DoD travel assistance.
• Research and advise customers on travel-related processes and regulations including the Joint Travel Regulations (JTR) and DoD Travel Financial Management Regulation.
• Troubleshoot and identify issues with using the DTS.
• Interact with users through live chat, telephone or desktop support software.
• Collect and track incident information ensuring a quality end-to-end customer experience.
• Conduct initial assessment, troubleshooting, research and resolution for basic incidents, and engage other service desk resources for complex issues.
• Provide assistance with completing temporary duty travel authorization and vouchers, and local vouchers.
• Guide travel administrators through DTS administrative tasks to include updating routing lists, lines of accounting and budgets.

Qualifications

• Must be a US Citizen and possess an active Secret clearance
• Experience in customer support, service desk, or call center role
• Prior experience with the Defense Travel System (DTS)
• Strong communication and customer service skills
• Ability to work in a fast-paced, high-volume environment
• Ability to follow defined procedures and document work clearly
• Willingness to work rotating shifts, including nights or weekends

Preferred Qualifications

• Experience supporting government or enterprise customers
• Familiarity with regulated environments or formal compliance requirements
• Experience supporting Defense Travel Systems in a travel clerk, NDEA or Defense Travel Administrator (DTA) role
• Familiarity with Joint Travel Regulations (JTR) and DoD Financial Management Regulations.

Salary: $24.04 - $26.44/hr.

Additional benefits include:

• Paid Time Off & Holiday Pay
• Medical Insurance
• Dental Insurance
• Vision Insurance
• Disability, Life Insurance, and AD&D
• Flexible Spending Accounts
• Pre-Tax 401K and/or After-Tax Roth IRA (with employer matching contribution)
• Tuition and Technical Training Reimbursement
• Exercise Reimbursement
• Computer Reimbursement
• Employee Assistance Program

Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• While performing the duties of this job, the employee is regularly required to talk or hear.
• Possess the ability to fulfill any and all office activities normally expected in an office setting, to include, but not limited to: remaining seated for periods of time to perform computer entry, participating in filing activity, lifting and carrying office supplies.
• The employee must occasionally lift and/or move up to fifteen (15) pounds.
• May require more than 40 hours per week to perform the essential duties of the position.
• Fine hand manipulation (keyboarding).

Work Environment: The work environment characteristics described here are representative of those and employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• May work prolonged or irregular hours.
• Frequent local travel; occasional statewide or out-of-state travel.
• The noise level in the work environment is usually moderate.
• Exposure to general office conditions while conducting office duties.

Working at Edgewater Federal Solutions:

Edgewater Federal Solutions is a privately held government contracting firm located in Frederick, MD. The company was founded in 2002 with the vision of being highly recognized and admired for supporting customer missions through employee empowerment, exceptional services, and timely delivery. Edgewater Federal Solutions is ISO 9001, 27001 certified, appraised at CMMI Level 3 Maturity for Development and Services, and has been named in the Top Workplaces in the Greater Washington Area Companies since 2018.

Edgewater Federal Solutions is an Equal Opportunity Employer. It has been and continues to be our policy to provide equal employment to all employees and applicants for employment without regard to race, color, religion, national origin, age, disability, marital status, veteran status and/or other status protected by applicable law