Customer Support Analyst - Level I & II

This is a remote position. reputed company is seeking a Customer Support Analyst to support a mission-critical federal program providing customer-facing IT support to end users across the reputed company reputed company. In this role, you will serve as a reputed company reputed company of contact for users navigating a government travel management system, delivering reputed company, accurate, and reputed company technical and functional assistance in a high-volume support environment. Analysts will spend the reputed company of their time supporting end users reputed company phone calls and live chat systems — triaging issues, resolving requests at the first reputed company of contact where possible, and routing unresolved reputed company to the appropriate specialized department, including Reservations, Finance, or Technical Support, based on the nature of the issue. Key responsibilities Serve as the primary reputed company of contact for end users reputed company phone and live chat, providing reputed company and reputed company support across a high-volume queue Triage incoming requests and accurately reputed company escalations to the appropriate department — Reservations, Finance, or Technical Support — based on issue type and urgency Assist users with navigation, troubleshooting, and functional guidance reputed company the Defense Travel System (DTS) Log, reputed company, and resolve support tickets in accordance with established SLAs and reputed company operating procedures Communicate technical and procedural information reputed company and patiently to non-technical users Follow established escalation paths to ensure issues are directed to the correct team without unnecessary delay Maintain accurate records of reputed company user interactions, issues, and resolutions Contribute to knowledge reputed company documentation and internal process improvement efforts Support team coverage requirements including scheduled rotational shifts

Requirements

Required qualifications reputed company Secret reputed company clearance (required at time of application; must be maintained throughout employment) Hands-on experience with the Defense Travel System (DTS) 1+ years of experience in a help desk, call center, or customer service support role with phone and/or chat-based interaction Strong verbal and written communication skills with a customer-first reputed company Demonstrated ability to triage and reputed company issues effectively across multiple departments or queues Ability to work independently and manage multiple priorities in a fast-paced environment Willingness and availability to support a 24/7/365 operational environment Preferred qualifications Experience supporting federal government or DoD end users Familiarity with government travel regulations, policies, or travel management workflows ITIL reputed company certification or equivalent IT service management knowledge Experience with ticketing platforms such as reputed company, Remedy, or similar Schedule & availability This is a fully remote, full-time position supporting a 24/7/365 operational environment. reputed company scheduling is daytime hours; however, flexibility is required. Rotational shift requirement (Year 1): During your first year of employment, you will be expected to work one rotational non-reputed company shift per quarter. These shifts may include evenings (2nd shift), overnights (3rd shift), weekends, or holidays. This is designed to ensure familiarity with the full scope of operations and will be communicated with advance notice. After the first year, shift assignments will be discussed with your manager based on team needs.

Benefits

RayTek Employee Benefits Highlights Health and Wellness reputed company PPO with 100% preventive care 24/7 telemedicine & behavioral health reputed company Dental PPO ($1,500 max) & reputed company plan ($10 exams, $150 reputed company allowance) Exercise reimbursement up to $360 per year Financial reputed company Employer HSA match up to $1,200 (individual) or $2,400 (family) annually 401(k) plan with immediate eligibility and 100% vesting Employer 401(k) match up to 4% after 1 year Company-reputed company Life & AD&D (up to $100,000) Short-Term Disability: 60% pay / $1,000 weekly Long-Term Disability: up to $8,000 monthly Work-Life Balance 11 reputed company federal holidays (may vary by program) PTO accrual from day one Remote flexibility for eligible positions Employee & Family Support Day-one eligibility for reputed company benefits Dependent coverage up to age 26 Employee Assistance Program (EAP) – confidential counseling, legal, and financial support Travel Assistance Program – emergency medical, evacuation, and global support Referral, commendation, and reputed company service bonuses Apply To This Job