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Softrams, a Tria Federal Company · 2 days ago

Customer Service Representative -Bilingual

DC-Baltimore Area

Part-time

Hybrid

Entry Level

1+ years exp

Softrams, a Tria Federal company, is focused on innovation and transformation in the federal government space. They are seeking a bilingual part-time Tier 1 Customer Support Analyst to provide high-quality support to their user community, handling various inquiries and support requests in a fast-paced environment.

Cyber SecurityInformation TechnologySoftware

No H1B

U.S. Citizen Only

Hiring Manager

Sara Marinuzzi

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

Qualification

IT service desk experienceBilingual (English/Spanish)Help Desk ticketing systemsServiceNow knowledgeCloud-based Call Center SoftwareAgile methodologies knowledgeAtlassian tools experienceCommunication skillsAdaptabilityFlexibilityCollaboration skills

Required

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

One or more years of proven experience in an IT service desk or customer service environment

Preferred

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

Support their physical, mental, and financial well-being

Company

Softrams, a Tria Federal Company

Softrams, a Tria Federal company builds innovative technology solutions and customer-centric services that are simple, intuitive, and usable across federal industries.

Founded in 2007

Leesburg, Virginia, USA

1001-5000 employees