Summary
Join Makpar's growing team as a Service Center Analyst, providing remote customer support for Federal Government systems and applications.
Requirements
- High school diploma or equivalent required; Bachelor's degree preferred
- Must reside within an hourβs commute of Washington, D.C
- Minimum of 2 years in customer service; experience in a service desk or call center environment preferred
- Certifications: HDI Analyst Certification (e.g., CSA, SCA, DST) required within 90 business days of hire
- Strong critical thinking abilities
- Excellent active listening and communication skills
- Experience with enterprise ticketing applications
- Familiarity with BMC Remedy Service Management preferred
- Human Resource application support experience preferred
- Candidates must be a US Citizen or a Legal Permanent Resident (Green Card status) for 3 years and be Federal Tax compliant
Responsibilities
- 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