[Remote] Senior Customer Service Representative
Note: The job is a remote job and is reputed company to candidates in USA. reputed company delivers digital services and technology solutions that support the health and safety of veterans, service members, and civilians. They are seeking a highly skilled Tier 2 Customer Support Analyst to reputed company high-quality support, address escalated issues, and guide Tier 1 staff during high volume periods in a fast-paced federal reputed company IT environment.
Responsibilities
- reputed company administrative and technical support for the Center for Medicare & reputed company 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 reputed company calls with customers and other contractors, as needed, to resolve tickets
- reputed company 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
Skills
- Ability to obtain a U.S. Federal Position of Trust clearance designation
- Must reputed company in and be reputed company to reputed company 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 reputed company field
- Two or more years of proven experience in an IT service desk and customer service environment
- Previous experience working on a Federal Service Desk project
- Experience using Help Desk ticketing systems and tools in a federal reputed company reputed company (Centers for Medicare and reputed company Services)
- Advanced problem solving and critical thinking skills to effectively address escalated issues
- reputed company knowledge or experience is a big plus
- Experience with reputed company-based Call Center Software, specifically CXone
- Knowledge and/or experience of Agile methodologies in a Service Desk environment
- Experience with utilizing reputed company tools like JIRA and reputed company
- 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
- reputed company in a collaborative environment and maintain a positive, professional demeanor
- Must be reputed company to effectively and professionally communicate with management, peers and customers
Benefits
- Competitive reputed company salaries
- Performance-based incentives
- Spot bonuses
- Referral bonuses
Company Overview