Note: The job is a remote job and is open to candidates in USA. Tria Federal, through its Softrams business, provides digital services and technical expertise to federal government agencies, including public health organizations. The company is seeking a bilingual Tier 1 Customer Support Analyst to provide initial technical and administrative support for the CMS Technical Help Desk, resolve customer inquiries, manage tickets, and follow established triage and escalation procedures.
Responsibilities
- Provide administrative and technical support for the Center for Medicare & Medicaid Services (CMS) Technical Help Desk
- Resolve incoming support requests and inquiries from customers. Requests include, but are not limited to, system access and/or account issues, system functionality and/or availability, and other inquiries received through various mediums such as phone, email, and other electronic submission methods
- Review incoming Help Desk inquiries in a timely manner with a focus on delivering a first contact resolution
- Adhere to established Help Desk workflows to ensure proper triage, research and escalation protocols are followed
- Track incoming support requests from customers using a CMS‐approved tool (ServiceNow)
- 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 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
- • Bilingual in English/Spanish
- • Experience in a service desk OR customer service environment
- • Experience using Help Desk ticketing systems and tools in a federal healthcare space (Centers for Medicare and Medicaid Services)
- • Possess the motivation and initiative to adhere to timelines, Service Level Objectives, and manage incoming volumes
- • 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
- • Previous experience working on a Federal Service Desk project
- • 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
Benefits
- Top-tier benefits package supporting employees’ physical, mental, and financial well-being
- Remote work opportunities
- Opportunities to learn new skills, seize new challenges, and advance your career
- Culture of inclusion and opportunity for all
Company Overview