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PhoenixTeam · 2 months ago

Tier 2 Customer Care Team Analyst – VA LGY

United States

Full-time

Remote

Mid Level

$40K/yr - $80K/yr

3+ years exp

PhoenixTeam is seeking a Tier 2 Customer Care Team Analyst – VA LGY who will analyze and resolve escalated customer support inquiries. The role involves collaborating across teams, implementing resolution options, and ensuring adherence to KPIs and SLAs while preparing data-correction scripts and reporting progress in daily standups.

Business IntelligenceFinancial ServicesManagement Information SystemsSoftware Engineering

No H1B

Security Clearance Required

U.S. Citizen Only

Responsibilities

Analyze, create, and implement resolution options for Tier 2 customer support inquiries to the VA LGY Customer Care Help Desk

Work across teams to understand and find solutions to Tier 2 customer support issues

Use Salesforce DataLoader to resolve data correction needs or other data updates as needed

Analyze requirements for data correction or data update scripts and work with Oracle DBAs on script creation and review

Present Tier 2 ticket resolution scripts at the daily Change Control Board for approval

Attend daily standups to report on progress and any blockers

Understand and adhere to customer care KPIs and SLAs

Create high quality client deliverables with regular supervision from team lead

Prepare and review solution options with team lead to solve tough challenges

Be a good teammate to the client and the delivery team, encouraging and enabling teammates to be their best selves

Maintain positive relationships with the client

Qualification

Salesforce DataLoaderAnalytical problem-solvingMicrosoft SuiteSQLServiceNowJIRAConfluenceCommunicationAttention to detailLeadershipTeamwork

Required

Bachelor's degree and 3 years of relevant experience

An additional 2 years of experience with an Associate's Degree

An additional 4 years of experience with a high school diploma

Excellent verbal and written communications skills

Strong attention to detail with proven analytical and problem-solving skills

Can easily shift focus between high priority tasks as required

Demonstrates leadership in the face of ambiguity, rather than waiting for direction from above

Navigates through challenges to consistently get things over the finish line

Proficiency with Microsoft Suite (Word, Excel, PowerPoint, Outlook)

Preferred

Existing Public Trust clearance at the Department of Veterans Affairs or other federal agency

In depth knowledge of the mortgage industry

Experience providing customer care support for Salesforce and/or AWS solutions for the federal government or Department of Veterans Affairs specifically

Proficiency with Salesforce DataLoader and SQL

Experience using ServiceNow, GitHub, JIRA, and Confluence