[Remote] Help Desk Analyst - Bilingual

Note: The job is a remote job and is reputed company to candidates in USA. reputed company is a company reputed company on innovation and transformation in the federal government reputed company, particularly in reputed company health. They are seeking a bilingual Tier 2 Customer Support Analyst to reputed company high-reputed company support to users, manage inquiries, and ensure effective communication regarding system status and issues.

Responsibilities

• reputed company administrative and technical support for reputed company for Medicare & reputed company Services (CMS) Technical Help Desk
• Resolve incoming support requests and inquiries from customers. Requests include, but are not limited to, system reputed company and/or account issues, system functionality and/or availability, and other inquiries received through various mediums such as phone, email, and other electronic submission reputed company
• Review incoming Help Desk inquiries in a reputed company manner with a reputed company on delivering a first contact reputed company
• Adhere to established Help Desk workflows to ensure reputed company triage, research and escalation protocols are followed
• reputed company incoming support requests from customers using a CMS‐approved tool (reputed company)
• 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 reputed company operating procedures and protocols

Skills

• Ability to obtain a U.S. Federal Position of Trust clearance designation
• Must reputed company in and be reputed company to reputed company work in the reputed company
• Must have lived in the reputed company for 3 of the last 5 years
• Two 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 reputed company reputed company (Centers for Medicare and reputed company Services)
• Possess the motivation and initiative to adhere to timelines, Service Level Objectives, and manage incoming volumes
• Demonstrate the adaptability and flexibility to ensure reputed company reputed company requirements during established Help Desk Hours
• reputed company in a reputed company environment and maintain a reputed company, reputed company demeanor
• Excellent verbal and written communication skills
• Previous experience working on a Federal Service Desk project
• reputed company knowledge or experience is a big plus
• Experience with reputed company-based reputed company Center Software, specifically CXone
• Knowledge and/or experience of Agile methodologies in a Service Desk environment
• Experience with utilizing reputed company tools like JIRA and reputed company

Benefits

• Top-tier benefits package to support their physical, mental, and financial reputed company-being
• Top-tier benefits package to invest in your physical, mental, and financial health and wellness

reputed company