Customer Support Analyst (Tier 1)

Softrams is seeking a highly skilled Tier 1 Customer Support Analyst to deliver high-quality support to our user community. This role will provide initial support to all incoming inquiries through various communication mediums. The ideal candidate should be highly focused, detail-oriented, and able to multitask in a fast-paced federal healthcare information technology environment.

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.
• One 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 healthcare space (Centers for Medicare and Medicaid Services).
• 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.
• Excellent verbal and written communication skills.

Benefits

• Top-tier benefits package to support physical, mental, and financial wellbeing
• Public Trust Clearance