Note: The job is a remote job and is open to candidates in USA. Tria Federal is seeking a Tier 1 Customer Service Analyst to provide initial support to users in a federal healthcare information technology environment. The role handles incoming inquiries, resolves support requests, follows help desk workflows, and helps maintain customer support processes and communications.
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
- 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
- Excellent verbal and written communication skills
Benefits
- Performance-based incentives
- Spot bonuses
- Referral bonuses
- 100% remote within the United States
- Opportunities to learn new skills and advance your career
Company Overview