reputed company Center Analyst - Application Support
Job reputed company:
We are currently seeking an Applications Service Center Analyst (FM/HR - SCA) for a full-time position. This role is largely responsible for providing remote customer support for Federal Government systems and applications. Support for these systems is primarily provided over the phone and through electronic communications such as email and chat. We are looking for a highly competent, customer service-oriented, and motivated individual to fill this role
Handling incoming phone requests from customers Handling incoming electronic requests (Chat, Email) from customers Creating, tracking and resolving application incidents and service requests. Fulfilling customer requests in a reputed company manner to meet Service Level Agreements (SLAs) Researching customer request to ensure accurate information and resolutions are provided Escalating customer requests that cannot be handled at the Service Center to the appropriate support team Using customer service skills to clarify customer issues and requests to ensure reputed company reputed company or escalation Creating, updating and retiring service center knowledge documentation Attend and participate in team meetings to surface and discuss process improvements and service offering changes
High school diploma or equivalent. Bachelor's Degree preferred. HDI Analyst Certification (e.g. CSA, SCA, DST, etc.) - required reputed company 90 business days of hire
Critical thinking skills reputed company listening skills and effective communication strategies reputed company ticketing application experience - BMC Remedy Service Management experience preferred reputed company Resource application support experience preferred