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Service Center Analyst

2 months, 2 weeks ago
United States
Full-time
Junior
Customer Support
Customer and Technical Support
JIRA
Apply Now
Makpar

Makpar

Makpar is an award-winning cybersecurity consultant specializing in IT modernization for the Federal government. The company's in-house Research & Development Lab innovates to build tailored solutions for government agencies.

Internet Software & Services
51-250
Founded 2008
View All Jobs 8

Description

  • Handle incoming customer requests by phone, chat, email, and fax.
  • Create, track, and resolve HR application incidents and service requests.
  • Fulfill customer requests promptly in alignment with service level agreements.
  • Research customer issues to provide accurate information and resolutions.
  • Escalate unresolved requests to the appropriate support team.
  • Use customer service skills to clarify issues and determine the right resolution path.
  • Create, update, and retire service center knowledge documentation.
  • Attend team meetings to discuss process improvements and service changes.

Requirements

  • High school diploma or equivalent required; bachelor's degree preferred.
  • Must reside within an hour’s commute of Washington, D.C. or Denver, CO.
  • Minimum of 2 years of customer service experience; service desk or call center experience preferred.
  • HDI Analyst Certification (CSA, SCA, or DST) required within 90 business days of hire.
  • Strong critical thinking abilities.
  • Excellent active listening and communication skills.
  • Experience with ticketing systems such as Jira or ServiceNow, or similar customer service tracking tools.
  • Familiarity with BMC Remedy Service Management preferred.
  • Experience supporting HR-based IT applications preferred.
  • Must be a U.S. citizen or a legal permanent resident with at least 3 years of Green Card status to obtain clearance.

Benefits

  • Flexible work schedules.
  • Generous compensation package.
  • Great benefits package.
  • Excellent training and career development opportunities.
  • Supportive, collaborative work environment.
  • Emphasis on employee well-being and engagement.

Interested in this position?

Apply directly on the company website

Apply Now

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