We are currently seeking a Call Center Analyst (CCA) for a full time position. This role is largely responsible for providing remote call center support, providing operational support by determining organizational and user requirements; answering inquiries; resolving problems;and fulfilling requests. We are looking for a highly competent and highly motivated individual in this role. This is an Enterprise Operations Support role; as such it will require a commitment on your part as well as ours.
Some of the primary responsibilities of this role include:
Remote telephone based Call Center support services
Owning, tracking and resolving Human Resources (HR) Application incidents and requests
Fulfilling requests and resolving incidents within Service Level Agreements (SLAs) on a daily basis to ensure service related issues are identified and resolved within established SLAs
Determining requirements by working with customers
Answering inquiries by clarifying desired information; researching, locating, and providing information
Resolving problems by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions
Fulfilling requests by clarifying desired information; completing transactions
This remote call center support role requires a service oriented mentality, high sense of ownership of the incidents, problems, and requests, a focus on managing and resolving issues in alignment with the SLAs, establishing and maintaining communication with technology customers to keep them updated with status of their requests, and proactively escalating any issues that cannot be resolved within the established timeframes.
High school diploma or equivalent. Bachelor's Degree preferred.
HDI Analyst Certification (e.g. CSA, SCA, DST, etc.) - required within 90 business days of hire
Critical thinking skills
Active listening skills and effective communication strategies
Enterprise ticketing application experience - BMC Remedy Service Management experience preferred
Application support experience in HR, Payroll, Personnel, Time & Attendance, Training and Performance Systems
Two (2)+ years' experience in an high volume enterprise level call center
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NuAxis is an IT Services firm providing innovative solutions to the U.S. Federal Government using state of the art technologies, architectures, and life cycle management. We are a Certified Microsoft Partner with extensive Microsoft technologies experience. Our services portfolio includes Project Management, Application Development, Infrastructure Management, and Security Management. We offer competitive salaries, an attractive benefits package, and the opportunity to learn from experts.
We are a high technology small business with long-standing U.S. Federal Government experience * Visionary executive leadership * Expert professional services team comprised of highly skilled engineers and software developers * Rapid growth over the last several years
NuAxis Innovations is an Equal Opportunity Employer AA/ W/M/IWD/PV. Employment contingent upon successful completion of background investigation.