Customer Support Analyst Tier 2

Summary

Join Softrams, a Tria Federal company, as a Tier 2 Customer Support Analyst and deliver high-quality support to our user community. You will address escalated support issues, conduct in-depth research for resolutions, and guide Tier 1 staff. This role demands strong focus, attention to detail, and multitasking skills within a fast-paced federal healthcare IT environment. The ideal candidate will be a problem-solver with experience in the latest technologies. We offer a 100% remote-first work environment with flexible hours and a top-tier benefits package.

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
• Two 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
• Track, research and resolve customer support requests escalated from the Tier 1 team
• Complete proper escalation for support requests not resolved at Tier 2 to the appropriate team
• Establish troubleshooting bridge calls with customers and other contractors, as needed, to resolve tickets
• Perform User Acceptance Testing and/or smoke testing for applications and tools as requested
• Adhere to established Help Desk workflows to ensure proper triage, research and escalation protocols are followed
• 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)
• Advanced problem solving and critical thinking skills to effectively address escalated issues
• 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
• Must be able to effectively and professionally communicate with management, peers and customers

Benefits

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