Call Center Analyst - Reston, United States - NuAxis Innovations

NuAxis Innovations Reston, United States

2 weeks ago

Description

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 - HR Desk for a Full-Time position.

Job Summary:
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 fax. We are looking for a highly competent, customer service-oriented, and motivated individual to fill this role.

Essential Functions:
Some of the primary responsibilities of this role include:

Handling incoming phone requests from customers
Handling incoming electronic requests (Chat, Email, and Fax) from customers
Creating, tracking, and resolving Human Resources (HR) application incidents and service requests.
Fulfilling customer requests in a timely 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 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

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/Affirmative Action Employer, including Vets and Disabled. Employment is contingent upon successful completion of a background investigation. Learn More about our Benefits and Culture

#NAI #DICE

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