Customer Support Analyst (Tier 1)

Summary

Join Softrams, a Tria Federal company, as a Tier 1 Customer Support Analyst and deliver high-quality support to our user community. This role involves providing initial support for incoming inquiries through various communication channels. The ideal candidate is highly focused, detail-oriented, and able to multitask in a fast-paced environment. You will be responsible for resolving support requests, adhering to established workflows, and collaborating with team leadership. This position offers a remote-first work environment with flexible hours and is based in the Eastern Time Zone. Softrams is committed to providing a top-tier benefits package to support employee well-being.

Requirements

• Ability to obtain a U.S. Federal Position of Trust clearance designation
• Must reside in and be able to perform work in the United States
• Must have lived in the United States for 3 of the last 5 years
• Bachelor’s Degree or 2 years’ experience equivalent experience in a related field
• One or more years of proven experience in an IT service desk and customer service environment

Responsibilities

• Provide administrative and technical support for the Center for Medicare & Medicaid Services (CMS) Technical Help Desk
• Resolve incoming support requests and inquiries from customers. Requests include, but are not limited to, system access and/or account issues, system functionality and/or availability, and other inquiries received through various mediums such as phone, email, and other electronic submission methods
• Review incoming Help Desk inquiries in a timely manner with a focus on delivering a first contact resolution
• Adhere to established Help Desk workflows to ensure proper triage, research and escalation protocols are followed
• Track incoming support requests from customers using a CMS‐approved tool (ServiceNow)
• Notify customers of system status such as planned and unplanned outages, service disruptions, and reduced functionality
• Collaborate with Help Desk leadership and other teams to communicate potential issues affecting volumes
• Support the development, management and use of customer support scripts
• Assist with the preparation or maintenance of standard operating procedures and protocols

Preferred Qualifications

• Previous experience working on a Federal Service Desk project
• Experience using Help Desk ticketing systems and tools in a federal healthcare space (Centers for Medicare and Medicaid Services)
• ServiceNow knowledge or experience is a big plus
• Experience with cloud-based Call Center Software, specifically CXone
• Knowledge and/or experience of Agile methodologies in a Service Desk environment
• Experience with utilizing Atlassian tools like JIRA and Confluence
• Possess the motivation and initiative to adhere to timelines, Service Level Objectives, and manage incoming volumes
• Collaborate with Help Desk leadership to identify opportunities to improve processes or the user experience
• Demonstrate the adaptability and flexibility to ensure proper staffing requirements during established Help Desk Hours
• Thrive in a collaborative environment and maintain a positive, professional demeanor
• Excellent verbal and written communication skills

Benefits

• 100% remote-first team environment
• Flexible hours based on team needs
• Top-tier benefits package to support their physical, mental, and financial wellbeing