Service Center Analyst

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