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SMX · 1 day ago

Customer Support Analyst (4966)

United States

Full-time

Remote

New Grad, Entry Level

SMX is a team of technical and domain experts dedicated to enabling missions, particularly for the DoD. The Customer Support Analyst role involves providing responsive support and operational coordination for a financial management application, ensuring users can effectively access and utilize the system while applying analytical thinking to improve user experience.

AnalyticsCloud ComputingCloud Data ServicesCloud SecurityCyber SecurityInformation TechnologyIT ManagementSoftware

No H1B

U.S. Citizen Only

Responsibilities

Serve as the primary contact for the application, responding to inquiries via email and service desk tickets in a timely, professional manner

Monitor and manage shared inboxes to ensure all user requests are addressed and followed up on appropriately

Communicate clearly with users to understand issues, provide guidance, set expectations, and ensure resolution

Intake, triage, and respond to service desk tickets related to application access, functionality, and usage

Document, validate, and coordinate bug reporting and testing through the appropriate tracking system

Manage user provisioning and access requests for the application in accordance with established processes

Create, update, and maintain user-facing documentation and training materials

Create slide decks and supporting materials for quarterly debriefs, including data, updates, and key insights

Provide timely data and updates to the individual facilitating Office Hours

Collaborate with internal team members to ensure smooth operations and consistent user support

Adapt to changing priorities, workflows, and review timelines while maintaining quality and responsiveness

Develop and maintain a strong working knowledge of the application to effectively troubleshoot issues and guide users

Qualification

Analytical mindsetCommunication skillsData visualization toolsSQLTicketing systemsMultitaskingTime managementProblem-solvingAttention to detailTeam-oriented mindset

Required

Strong written and verbal communication skills

Ability to communicate effectively with users with varying levels of technical knowledge

Strong multitasking, time management, and problem-solving skills

Willingness to learn new tools, processes, and systems

Attention to detail and ability to maintain accurate documentation

Team-oriented mindset and ability to collaborate effectively

Preferred

Analytical mindset with interest in working with data and reporting

Experience with data visualization tools and/or SQL

Experience creating professional slide decks or user-facing materials

Familiarity with ticketing or issue-tracking systems

Willingness to align with East Coast hours during initial training and onboarding, with flexibility to transition to home time zone hours once fully trained