Customer Service Analyst (Tier 1)
New
T
Tria FederalFederal healthcare IT
100% Remote within the United StatesFull-TimeEntry
Salary not disclosed
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Job Details
- Experience
- One or more years of proven experience in an IT service desk and customer service environment.
- Required Skills
- JiraAgile methodologiesCustomer serviceConfluenceServiceNow
Requirements
- Hold a bachelor’s degree or have equivalent experience in a related field.
- Have one or more years of experience in an IT service desk and customer service environment.
- Be able to obtain a U.S. Federal Position of Trust clearance designation.
- Be a U.S. military veteran to participate in the hiring event.
- Have previous experience working on a Federal Service Desk project.
- Have experience with Help Desk ticketing systems and tools in a federal healthcare space, such as the Centers for Medicare and Medicaid Services.
- Have knowledge of or experience with ServiceNow.
- Have experience with cloud-based call center software, specifically CXone.
- Have knowledge of or experience with Agile methodologies in a Service Desk environment.
- Have experience using Atlassian tools such as JIRA and Confluence.
- Be able to adhere to timelines and Service Level Objectives and manage incoming volumes.
Responsibilities
- Provide administrative and technical support for the Center for Medicare & Medicaid Services (CMS) Technical Help Desk.
- Resolve customer support requests involving system access, accounts, functionality, availability, and other inquiries received by phone, email, and electronic submission.
- Review Help Desk inquiries promptly, aiming for first-contact resolution.
- Follow Help Desk workflows for triage, research, and escalation.
- Track customer support requests using the CMS-approved ServiceNow tool.
- Notify customers about planned and unplanned outages, service disruptions, and reduced functionality.
- Collaborate with Help Desk leadership and other teams to communicate potential issues affecting support volumes.
- Support the development, management, and use of customer support scripts.
- Assist with preparing or maintaining standard operating procedures and protocols.
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