Note: The job is a remote job and is open to candidates in USA. Tria Federal is a company focused on innovation and transformation in the federal government space, particularly in public health. They are seeking a bilingual Tier 2 Customer Support Analyst to provide high-quality support to users, manage inquiries, and ensure effective communication regarding system status and issues.
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
- 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 healthcare space (Centers for Medicare and Medicaid Services)
- 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
- Thrive in a collaborative environment and maintain a positive, professional demeanor
- Excellent verbal and written communication skills
- 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 CXone
- Knowledge and/or experience of Agile methodologies in a Service Desk environment
- Experience with utilizing Atlassian tools like JIRA and Confluence
Benefits
- Top-tier benefits package to support their physical, mental, and financial well-being
- Top-tier benefits package to invest in your physical, mental, and financial health and wellness
Company Overview
Tria Federal builds, modernizes, and operates mission-critical federal health platforms and programs. It was founded in 2021, and is headquartered in Arlington, Virginia, USA, with a workforce of 1001-5000 employees. Its website is https://triafed.com.