Note: The job is a remote job and is open to candidates in USA. VITG is seeking a part-time Bilingual Tier 1 Customer Support Analyst to support its user community in a federal healthcare information technology environment. The role provides initial technical and administrative support, resolves customer inquiries, manages Help Desk requests, and follows triage, escalation, and service communication procedures.
Responsibilities
- Provide administrative and technical support for the client 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
- Public Trust Clearance: Many of our roles require the hired candidate to go through public trust clearance. A minimum of 3 years of stay in the U.S. within the last 5 years is required to be eligible to qualify for public trust clearance sponsorship
Skills
- Fluency in Spanish and English
- 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 or customer service environment
- Experience using Help Desk ticketing systems and tools in a federal healthcare space
- 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
- Coordinate with Help Desk leadership to identify opportunities to improve processes or the user experience
- 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 Amazon Connect
- Knowledge and/or experience of Agile methodologies in a Service Desk environment
- Experience with utilizing Atlassian tools like JIRA and Confluence
- Thrive in a collaborative environment and maintain a positive, professional demeanor
- Excellent verbal and written communication skills
Benefits
- Remote work
Company Overview