Service Center Analyst

closed
Makpar Corporation Logo

Makpar Corporation

πŸ’΅ $40k-$45k
πŸ“Remote - United States

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 hour’s 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
This job is filled or no longer available

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