Call Center Analyst - Application Support

Call Center Analyst - Application Support

We are a federal IT company on a mission to make customer experience (CX) the center of every government solution. Technology is our passion. People are our purpose. We know tech, but we love people. NuAxis is home to thinkers and feelers; engineers and artists. We work hard and support each other along the way. Teamwork is more than just a buzzword for us, it's a state of mind. We believe happy employees do amazing work, so join our team NOW! We are currently seeking a talented and motivated Call Center Analyst - Application Support for a Full-Time position.

Job Summary:

We are currently seeking an Applications Service Center Analyst (FM/HR - SCA) for a full-time position. This role is largely responsible for providing remote customer support for Federal Government systems and applications. Support for these systems is primarily provided over the phone and through electronic communications such as email and chat. We are looking for a highly competent, customer service-oriented, and motivated individual to fill this role.

Essential Functions:

• Handling incoming phone requests from customers
• Handling incoming electronic requests (Chat, Email) from customers
• Creating, tracking and resolving application incidents and service requests.
• Fulfilling customer requests in a timely manner to meet Service Level Agreements (SLAs)
• Researching customer request to ensure accurate information and resolutions are provided
• Escalating customer requests that cannot be handled at the Service Center to the appropriate support team
• Using customer service skills to clarify customer issues and requests to ensure proper resolution or escalation
• Creating, updating and retiring service center knowledge documentation
• Attend and participate in team meetings to surface and discuss process improvements and service offering changes

Education:

• High school diploma or equivalent. Bachelor's Degree preferred.
• HDI Analyst Certification (e.g. CSA, SCA, DST, etc.) - required within 90 business days of hire

Knowledge Requirements:

• Critical thinking skills
• Active listening skills and effective communication strategies
• Enterprise ticketing application experience - BMC Remedy Service Management experience preferred
• Human Resource application support experience preferred

Experience:

• Two (2) + years of customer service experience. Service desk or call center experience preferred.

NuAxis is an Equal Opportunity Employer. Employment is contingent upon successful completion of a background investigation. Learn More about our Benefits and Culture!