Remote Medallia Service Desk Analyst

Summary

Join VetsEZ as a remote Medallia Service Desk Analyst to support the Department of Veterans Affairs. This role involves answering and routing calls, utilizing software applications, and resolving issues or requests. The candidate must reside within the continental US.

Requirements

• Minimum of a Bachelor’s degree in Computer Science, Information Technology, or a related field
• 3+ years customer service or contact center experience preferred
• Must have experience using Medallia
• Must have the ability to organize simultaneous tasks for individual assignments and understand the process or workflow of each inquiry resolution
• Strong typing and writing abilities
• Excellent listening and human relations skills
• Ability to respond appropriately to changing situations in a team environment

Responsibilities

• Facilitate the end-to-end End User request lifecycle per defined engagement service level agreements (SLAs)
• Use FAQs to address standard, recurring End User issues to determine needed escalation pathway for non-standard End User issue troubleshooting and remediation
• Schedule outbound calls as needed based on business needs to ensure streamlined End User issue troubleshooting/timely End User enablement
• Maintain internal SOPs, script libraries, and FAQs to ensure Help Desk-End User engagement is consistent and predictable
• Proactively suggest new scripts/modifications to existing scripts to ensure ongoing improvements in Help Desk-End User communications
• Maintain full working knowledge of all active Help Desk tickets and proactively drive on needed next steps for issue remediation
• Ensure that ticket documentation is up to date and consistent across all system(s) of record; ensure timely closeout of tickets once approval for closure is received
• Escalate identified system issues or outages to appropriate parties; proactively develop and distribute related End User communications
• Prepare weekly and monthly Help Desk trend reports to support VA decision making and inform programmatic service recovery
• Maintain up-to-date knowledge of VA policies and procedures as applicable
• May be required to work weekends, holidays or off-shift, as necessary
• Take on additional tasks and responsibilities as needed to support team objectives and ensure the success of the project

Preferred Qualifications

• Experience with Customer Relationship Management (CRM) system
• Must be able to read and speak English clearly, professionally, and fluently

Benefits

• Medical/Dental/Vision
• 401k with Employer Match
• PTO + Federal Holidays
• Corporate Laptop
• Training opportunities
• Remote Opportunity