Customer Service Analyst (Tier 2)

Job Description

We are looking for a highly skilled Tier 2 Customer Support Analyst to deliver high quality support to our user community. This role will be responsible for addressing escalated support issues, conducting deeper review and research to determine the correct path for resolution. In addition, this role will support the Tier 1 staff by providing guidance for resolution or surge support during heavy volume periods. The ideal candidate should be highly focused, detail oriented, and able to multitask in a fast-paced federal healthcare information technology environment. If you are looking for challenges, problem solving, and working with the latest in technology then we have a spot for you.

Basic 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.

Additional 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.

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.