[Hiring] Customer Service Analyst @Tria Federal

Role Description

We are looking for a highly skilled Tier 1 Customer Support Analyst to deliver high quality support to our user community. This role will be responsible for providing initial support to all incoming inquiries delivered through a variety of communication mediums involving a variety of support requests. The ideal candidate should be highly focused, detail oriented, and able to multitask in a fast-paced federal healthcare information technology environment. If you are looking for challenges, problem solving, and working with the latest in technology then Softrams has a spot for you.

Qualifications

• Ability to obtain a U.S. Federal Position of Trust clearance designation.
• Must reside in and be able to perform work in the United States.
• Must have lived in the United States for 3 of the last 5 years.
• Bachelor’s Degree or 2 years’ experience equivalent experience in a related field.
• One or more years of proven experience in an IT service desk and customer service environment.

Requirements

• Previous experience working on a Federal Service Desk project.
• Experience using Help Desk ticketing systems and tools in a federal healthcare space (Centers for Medicare and Medicaid Services).
• ServiceNow knowledge or experience is a big plus.
• Experience with cloud-based Call Center Software, specifically CXone.
• Knowledge and/or experience of Agile methodologies in a Service Desk environment.
• Experience with utilizing Atlassian tools like JIRA and Confluence.
• Possess the motivation and initiative to adhere to timelines, Service Level Objectives, and manage incoming volumes.
• Collaborate with Help Desk leadership to identify opportunities to improve processes or the user experience.
• Demonstrate the adaptability and flexibility to ensure proper staffing requirements during established Help Desk Hours.
• Thrive in a collaborative environment and maintain a positive, professional demeanor.
• Excellent verbal and written communication skills.

Responsibilities

• Provide administrative and technical support for the Center for Medicare & Medicaid Services (CMS) Technical Help Desk.
• Resolve incoming support requests and inquiries from customers, including system access and/or account issues, system functionality and/or availability, and other inquiries received through various mediums such as phone, email, and other electronic submission methods.
• Review incoming Help Desk inquiries in a timely manner with a focus on delivering a first contact resolution.
• Adhere to established Help Desk workflows to ensure proper triage, research and escalation protocols are followed.
• Track incoming support requests from customers using a CMS‐approved tool (ServiceNow).
• Notify customers of system status such as planned and unplanned outages, service disruptions, and reduced functionality.
• Collaborate with Help Desk leadership and other teams to communicate potential issues affecting volumes.
• Support the development, management and use of customer support scripts.
• Assist with the preparation or maintenance of standard operating procedures and protocols.

Benefits

• Comprehensive compensation structure including competitive base salaries.
• Performance-based incentives.
• Spot bonuses.
• Referral bonuses.
• Top-tier benefits package to invest in your physical, mental, and financial health and wellness.