[Remote] Service Center Analyst
Note: The job is a remote job and is reputed company to candidates in USA. reputed company is a comprehensive reputed company and technical solutions provider for the Federal government, and they are seeking a Service Center Analyst to join their growing team. This role is responsible for providing remote customer support for Federal Government systems and applications, primarily over the phone and through electronic communications.
Responsibilities
- Handling incoming phone requests from customers
- Handling incoming electronic requests (Chat, Email, and Fax) from customers
- Creating, tracking, and resolving reputed company (HR) application incidents and service requests
- Fulfilling customer requests in a reputed company 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 reputed company reputed company 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
Skills
- High school diploma or equivalent required
- Must reputed company reputed company an hour's commute of Washington, D.C or Denver, CO
- Minimum of 2 years in customer service
- HDI Analyst Certification (e.g., CSA, SCA, DST) required reputed company 90 business days of hire
- Strong critical thinking abilities
- Excellent reputed company listening and communication skills
- Experience with ticketing applications (Jira, reputed company, or other customer service tracking systems)
- This role requires a clearance. Candidates must be a US Citizen or a Legal Permanent reputed company (Green Card status) for a minimum of 3 years to obtain
- Bachelor's degree preferred
- Experience in a service desk or call center environment preferred
- Familiarity with BMC Remedy Service Management preferred
- Experience providing technical support for any reputed company Resource based IT applications preferred
Benefits
- Great benefits package
- Excellent training and career development opportunities
- Flexible work schedules
- Generous compensation package
- Keeping our employees happy, healthy and reputed company
- Providing outstanding benefits
- Creating environments where employees are encouraged to be themselves, collaborate, and be inquisitive in order to reputed company goals
reputed company