[Hiring] Call Center Analyst @NuAxis Innovations

Role Description

We are currently seeking a Finance Service Center Analyst (FM - 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 requests 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
• Attending and participating in team meetings to surface and discuss process improvements and service offering changes

Qualifications

• 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

Requirements

• Critical thinking/Problem Solving skills
• Active listening skills and effective communication strategies
• Self-Starter/Resourceful
• Enterprise ticketing application experience - BMC Remedy Service Management experience preferred
• Technical ticketing/CSR experience preferred
• MS O365

Experience

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

Benefits

Learn More about our Benefits and Culture!

Company Description

We are an IT company with a unique mission—to make people the center of every federal IT solution. Our technologists have always gone the extra mile to help our federal clients succeed. And over the years, we saw a growing disconnect in how federal IT initiatives were built and managed. Time after time, programs failed because the focus was on the tools and products and not the people using them.