All Native Group, The Federal Services Division of Ho-Chunk Inc. · 12 hours ago
Customer Service Support Service Analyst
Washington, DC
Full-time
Onsite
New Grad, Entry Level
$45K/yr - $50K/yrAll Native Group, the Federal Services Division of Ho-Chunk Inc., is seeking a Telecommunications Customer Service Support Analyst to support the Department of State. The analyst will manage and track telecom orders, ensuring timely status updates and acting as a subject matter expert for external customers.
AssociationGovernmentHealth Care
No H1B
Security Clearance RequiredU.S. Citizen Only
Responsibilities
Process all New, Move, Adds, Change, and Disconnect (MACD) orders for technologies such as data, wireless and voice using a Telecommunications Service Request (TSR) form
Act as Subject Matter Expert (SME) to external customers for the submittal of telecom order requests
Monitor and respond to all incoming telecom order requests from Remedy and/or Customer Service Inbox and/or ServiceNow portal
Track, maintain, and update all telecom order requests on a daily basis to ensure customers receive most up-to-date status
Document clear and concise notes related to order activities in the internal systems/databases to ensure that the customers can view and have access to the most current status of an order
Work closely with Project Managers on large scale Enterprise deployments to meet customer’s unique requirements
Answer inbound customer calls for queries regarding order status activities
Review, verify, and validate all work order activities/data in internal databases to ensure accurate billing/invoicing information is recorded
Draft cost estimates for requested work based on customer requirements for telecom provided services
Provide support and resources for external customers for provided telecom services, and tools such as ServiceNow
Qualification
Required
Expert knowledge with telecom ordering and provisioning process
Customer-facing/service experience
Experience with use of data analysis to identify root causes to solve and mitigate issues
Ability to resolve complex issues
Proficiency with MS Office, especially Microsoft Excel
Strong organizational skills
Excellent oral and written communications skills
Strong analytical and problem-solving skills, coupled with attention to detail
Ability to multitask in a high paced environment
Must be a U.S. citizen
Must possess a Secret security clearance
Diploma
Preferred
Familiarity with Department of State environment and organization
Familiarity with Remedy ITSM Tool
Familiarity and/or working knowledge of billing/invoicing systems
Benefits
Comprehensive benefits that allow you to balance work and life
Company
All Native Group, The Federal Services Division of Ho-Chunk Inc.
All Native Group services the federal government both domestically and internationally.
Founded in 1999
501-1000 employees
Funding
Current Stage
Late StageLeadership Team
J
Josilynn Robinson
CFO
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