What are the responsibilities and job description for the Call Center Analyst - Application Support position at NuAxis Innovations?
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:
- Mixture Transactional Based/Consultative Based interactions
- 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)
Able to make decisions quickly, be decisive - 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
Preferred Qualifications:
- Deliverables Include:
- Contact Center/Call Center/Helpdesk experience preferred
- Customer Service Skills/Customer Experience Training
- Customer Advocacy Behaviors
- Critical thinking/Problem Solving skills
- Effective Communication Strategies
- Self-Starter/Resourceful
- Independent Learning/Resourcing
- Enterprise ticketing application experience - BMC Remedy Service Management experience
preferred - MS O365
Experience:
Two (2) years of customer service experience. Service desk or call center experience preferred.
Does this opportunity sound like a fit for you? If so, join our talent community and click to apply now!!
Our Profile:
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. Learn More.
NuAxis is an Equal Opportunity Employer. Employment is contingent upon successful completion of a background investigation. Learn More about our Benefits and Culture!