Note: The job is a remote job and is open to candidates in USA. Edgewater Federal Solutions is seeking Customer Support Analysts to support a Department of Defense (DoD) client service desk environment. This role provides front‑line customer assistance in a fast‑paced, compliance‑driven operations setting, supporting users through phone, chat and self-service tickets.
Responsibilities
- Provide technical and functional support for the Defense Travel System (DTS)
- Deliver travel support services across the Department of Defense (DoD) to DTS travelers, routing officials, Travel Managers, Military Recruits, and others seeking DoD travel assistance
- Research and advise customers on travel-related processes and regulations including the Joint Travel Regulations (JTR) and DoD Travel Financial Management Regulation
- Troubleshoot and identify issues with using the DTS
- Interact with users through live chat, telephone or desktop support software
- Collect and track incident information ensuring a quality end-to-end customer experience
- Conduct initial assessment, troubleshooting, research and resolution for basic incidents, and engage other service desk resources for complex issues
- Provide assistance with completing temporary duty travel authorization and vouchers, and local vouchers
- Guide travel administrators through DTS administrative tasks to include updating routing lists, lines of accounting and budgets
Skills
- Must be a US Citizen and possess an active Secret clearance
- Experience in customer support, service desk, or call center role
- Prior experience with the Defense Travel System (DTS) is highly preferred
- Strong communication and customer service skills
- Ability to work in a fast-paced, high-volume environment
- Ability to follow defined procedures and document work clearly
- Willingness to work rotating shifts, including nights or weekends
- Experience supporting government or enterprise customers
- Familiarity with regulated environments or formal compliance requirements
- Experience supporting Defense Travel Systems in a travel clerk, NDEA or Defense Travel Administrator (DTA) role
- Familiarity with Joint Travel Regulations (JTR) and DoD Financial Management Regulations
Benefits
- Paid Time Off & Holiday Pay
- Medical Insurance
- Dental Insurance
- Vision Insurance
- Disability, Life Insurance, and AD&D
- Flexible Spending Accounts
- Pre-Tax 401K and/or After-Tax Roth IRA (with employer matching contribution)
- Tuition and Technical Training Reimbursement
- Exercise Reimbursement
- Computer Reimbursement
- Employee Assistance Program
Company Overview